CAМBRIDGE
UNIVERSIТY PRESS
CAMBRIDGE ENGLISH
Language Assessment
Part of the University of Cambridge
OFFICIAL
3IC _ct
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Business
Upper lntermediate
Business Vantage
Student's Book
Guy Brook-Hart
2nd Edition
/

Introduction
Business Benchmark Second edition Upper Intermediate
is a completely updated and revised course at CEFR B2
level, reflecting contemporary international business in a
stimulating way both for people already working and for
students who have not yet worked in business.
It teaches the reading, speaking, listening and writing
skills needed in today's global workplaces, together with
essential business vocabulary and grammar.
Business Benchmark Upper Intermediate is also the most
complete preparation material available for Cambridge
English: Business Vantage, also known as Business English
Certificate (EEC) Vantage, and is officially approved as an
exam preparation course by Cambridge ESOL.
The book contains:
• 24 units for classroom study covering all four skills in
a dynamic and integrated way, together with essential
business vocabulary and grammar.
• Authentic listening and reading material, including
interviews with real business people.
• Six Grammar workshops which explain and extend
the grammar work covered in the units and which are
informed by the Cambridge Learner Corpus (CLC) -
see right.
• A nine-page Writing reference covering emails,
memos, letters, reports and proposals, and a function
bank.
• A fully referenced Word list with definitions, covering
key vocabulary from the units and the transcripts.
• An Exam skills and Exam practice section, which
gives students detailed guidance on how to approach
each exam task, the skills required and what the
exam task is testing, together with exercises to build
up students' exam skills. The Exam practice pages
contain a complete past Business Vantage exam, with
answers, supplied by Cambridge ESOL.
• A full answer key for all the exercises in the Student's
Book, including sample answers to all the writing
tasks.
• Complete recording transcripts.
New features in the 2nd edition
• Updated grammar and vocabulary exercises based on
correcting common grammar and vocabulary mistakes
made by Business English students at this level, as
shown by the CLC (see below). Exercises based on the
CLC are indicated by this symbol: 6)
• New Writing reference section with guidance for each
type of writing task and sample answers.
• New topics, texts and recordings reflecting the
realities of contemporary international business.
• Complete revision of all exam-style tasks, making
them closer to real exam tasks.
The Cambridge Learner Corpus (CLC)
The Cambridge Learner Corpus (CLC) is a large
collection of exam scripts written by candidates taken
from Cambridge ESOL exams around the world. It
currently contains over 220,000 scripts which translates
to over 48 million words, and is growing all the time. It
forms part of the Cambridge International Corpus (CIC)
and it has been built up by Cambridge University Press
and Cambridge ESOL. The CLC currently contains scripts
from over:
• 200,000 students
• 170 first languages
• 200 countries.
Find out more about the Cambridge Learner Corpus at
www.cambridge.org/corpus.
Also available are:
• two audio CDs, which include authentic interviews
with real business people.
• Teacher's Resource Book, which includes detailed
lesson notes plus photocopiable activities and
case studies.
• Personal Study Book, which includes activities and
exercises, as well as a self-study writing supplement.
1ntroauct1on 3

Map 0fthe b00k
Unit
Reading
Uetenlng
Writing
1 Staff development
• Recruitment brochure
• Training course: Skills
.[
and training
• Training at Deloitte in China
Development College
.[
8-11
•f
I
'
2 Job descriptions
• A human resources manager
• Staff training report
•[
I and job satisfaction
• What I like about my job
.[
12-15
.[
3 Getting the right
• Job satisfaction at Sony
• Advice on job applications
• A website entry
.[
C:
job
Mobile Communications
• What is important when doing a
• Ashortemailandanemailof . [
Ill
I 16-19
job interview?
a job application
.�
:i:
4 Making contact
• A telephone quiz
• An occupational psychologist
.[
20-23
• Phone-answering tips
• A phone call to a hotel
•F
• Enquiring about a job
.�
•F
.[
Grammar workshop 1 (Units 1-4) 24-25 Countable and uncountable nouns; Past perfect and past simple; Talking about large and smiJlce
'
5 Breaking into the
• Promoting AXE
• Supermarkets' own brands
.[
market
• Going viral in India and
r
26-29
China
•F
•E
6 Launching a
• The Drink Me Chai success • Developing and launching Drink
• A marketing report
.[
product
story
Me Chai
•F
30-33
• Launching and promoting a new
I
product
7Astandatatrade
• The London Contemporary
• Phoning 1 OOpercentdesign
• An email giving information . [
j fair
Design Show
• An email making an enquiry . [
34-37
• Preparing an exhibition
• An email answering enquiries
stand
• A memo to staff
• A reply to an email
8 Being persuasive
• The art of agreeing
• What makes people persuasive
• An email correcting
.[
38-41
• An email summarising an
• People negotiating a sale at a
information
•F
agreement
trade fair
• An email confirming terms
•F
•E
•F
Grammar workshop 2 (Units 5-8) 42-43 Infinitives and verb + -ing; Prepositions in phrases describing trends; Formal requests; First amd c1
9 Starting a business • An international franchise
• Why start your own business?
44-47
• A letter to a franchiser
10 Financing a
• Raising finance
• Setting up a food consultancy
start-up
• Carter Bearings
I
48--51
11 Expanding into
• Heidelberg Technology
• A new location in Europe
Europe
Park vs. Biopole, Lausanne
52-55
• A proposal
.
12 Presenting your
• Making the most of
• Signalling the parts of a
business idea
presentations
presentation
56-59
Grammar workshop 3 (Units 9-12) 60-61 Prepositions in time clauses; Linking ideas; Can and could
4 Map of the book
• A letter of enquiry
•F
•F
•E
.II
• A proposal
•G
•G
r
.[
•E
•C
'.F.
'
i

' Speaking
• Discu ssion: job benefits
• Discu ssion: who should pay for training? .
• Role-play: planning a training course
• Discussion: activities you would enjoy in a job
• Discu ssion: first impressions and enthusiasm
• Discu ssion: what I enjoy about my job/studies
• Discussion: things which make somewhere a great place to work
• Dicussion: the format of letters and emails
• Short talk: what is important when doing a job interview?
• Discussion: first impressions
• Role-play: phoning a hotel
• Short talk: what is important when making a business telephone call?
• Role-play: enquiring about a job
• Discussion: deciding who should go on a course
!ltirences
• Discussion: advantages and disadvantages of different promotional
methods
• Role-play: launching a shampoo
• Short talk: a cloth ing brand
• Discussion: new products
• Role-play: an interior design company
• Discussion: how companies can promote products at trade fairs
• Discussion: choosing a design
• Discussion: what makes people persuasive
• Role-play: breaking the ice
• Role-play: exchanging information about a product
• Short talk: what is important when negotiating?
• Role-play: negotiating a deal
jfond conditionals
• Role-play: buying into a franchise
• Role-play: advice about starting a business
• Short talk: what is important when looking for finance?
• Discussion: what factors are important when choosing a location?
• Discu ssion: choosing the best location
• Discussion: wh ich things are important when giving a presentation?
• Structuring a presentation
• Giving a short presentation
• Role-play: presenting your business idea
'
Vocabulary
• Recruitment brochure: ability,
certificate, course, etc.
• work, job, training, training course
• Job responsibilities
• staff, employee, member of staff
• Phrases expressing enthusiasm
• Adjective forms
• launch, ploys, etc.
• find out, learn, know, teach
• concept, gross revenue, etc.
• Financial terms
• Raising finance
• Noun phrases connected with
starting companies
• assets, collateral, etc.
• place, space, room; opportunity,
possibility, option
Language work
• Countable and
uncountable nouns
• Asking questions
• Expressing likes
• Introducing reasons
• Talking about large and
small differences
• Infinitive or verb+ -ing
• Prepositions in phrases
describing trends
• Formal requests
• First and second
conditionals
• Prepositions in time
phrases
• Making recommendations
• Phrases signalling parts of
a presentation
• Can and could
Map of the book 5

6
I
I=
I
g
t
I
Unit
13 Arranging business
travel
62-65
Business
14 conferences
66-69
15 Business meetings
70-73
16 Spending the sales
budget
74-77
Reading
Listening
• How business travel is
• A sales manager talking about
changing
business travel
• Conference problems
• Making the most of business
• Arranging conference facilities
conferences
• Networking at a conference
• A destination management
company (DMC)
• A survey of meetings
• Talking about meetings
• Looking for solutions
• DF Software
• Spanish sales
• A report on the use of private
company jets
Grammar workshop 4 (Units 13-16) 78-79 Modal verbs: perfect forms; Referencing; Passives
17 Social media and
• Some ways of using social
• Social media and customers
business
media
80-83
• An email introducing a
company
18 Business and the
• The green office
• An environmental consultant
environment
84-87
19 A staff survey
• Reading a report
• Staff reactions
88-91
• Calls to HR
20 Offshoring and
• When should we outsource?
• Outsourcing IT
outsourcing
92-95
Writing
It
• Arranging to travel: an email •
agreeing to a request and
•
making suggestions
•
• An email giving information
•
and instructions
I
• An email giving instructions
I
•
•
•
•
• An email about a business trip •
•
•
• A report on the use of private •
company jets
II
• An email arranging a meeting •
• An email introducing a
•
company and asking for
11
information
• A memo asking for
1.
suggestions
•
• An email giving suggestions
•
• A survey report
I:I
• A proposal for outsourcing •
•
I·
Grammar workshop 5 (Units 17-20) 96-97 The definite article; Tense changes in reported speech; Third conditional
21 Customer
• From satisfaction to loyalty
• Encouraging customer loyalty • An email apologising and
•
satisfaction and
• Amemo
explaining why you'll be late •
loyalty 98-101
•
22 Communication
• Training in customer
• Customer communication at
•
with customers
communication skills
Not Just Food
•
102-105
• Turning complaints to your
•
advantage
23 Corresponding
• A letter about a new service
• Preparing a letter or email of
• A letter informing about a new •
with customers
• An email from a dissatisfied
complaint
service
•
106-109
customer
• A letter of complaint
24 Business across
• Working in another culture
• A short talk
• An email announcing a job •
cultures
• A job advertisement
• Working in China and working
opportunity
•
110-11 3
in Europe
1·
Grammar workshop 6 (Units 21-24) 114-115 Relative clauses; Which pronoun: it, this or that?; Expressing results
f
Writing reference
116
J
Word lists
125
Exam skills and Exam practice
133-165
Contents of exam section
133
Answer key
166
Transcripts
184
'
Map of the book
I
I

Speaking
Vocabulary
Language work
• Discussion: why business people need to travel
• travel, journey, trip
• Modal verbs: perfect forms
• Short talks: what is important when deciding when to travel on business?
• Discussion: social media
• Discussion: planning a business trip
• Discussion: why business people go to conterences
• Discussion: selecting staff to go to a conference
• Role-play: networking at a conference
• Discussion: organising a conference
• Discussion: how meetings should be conducted
• Collocations describing
• Referencing
• Summarising results of a survey
reasons for meetings
• Role-play: a meeting at a medical equipment company
• Collocations with meeting
• crucial, priceless, etc.
• Discussion: aspects of sales
• Making recommendations
:I
• Using the passive to express
opinions and ideas
i • Discussion: how social media can help people in their jobs
• Verb-noun collocations
• When to use the
• Discussion: how to use social media
• Discussion: how to make offices more environmentally friendly
• issues, impact, etc.
• Expressing causes
• Short talk: what is important when making a workplace environmentally
• way or method
friendly?
• Discussion: how work will change in the future
• Discussion: the advantages and disadvantages to changes in working
• Words and phrases
• Reporting verbs and reported
conditions
expressing numbers
speech
• Discussion: improving working conditions
• Discussion: advantages and disadvantages of offshoring and outsourcing
• Third conditional
• Short talk: what is important when deciding what business activities to
outsource?
II • Discussion: outsourcing and offshoring: the pros and cons
• Discussion: dissatisfied customers
• revenue, outcome, etc.
• Relative clauses
• Discussion: relationships with customers
• Short talk: a staff meeting
• Discussion: the best method of communicating different things
• Adjective-noun
• Discussion: why companies lose customers
collocations
• Discussion: complaining
• Discussion: launching new services
• last and latest
• Expressing results
• Discussion: what you should put in a letter of complaint
• Discussion: typical parts of business culture
• Phrases followed by a verb +
• Presentation: what is important when going to work in a foreign country?
-ing
• Discussion: selecting staff to work abroad
'
Map of the book

.
\&Ii
.\
Staff development and training
Getting started
Work in pairs. Which of these benefits of working for a
company would you find most attractive? Why?
• a bonus scheme
• responsibility
• a high salary
• an in-house training
scheme
Useful language
• the opportunity to travel
• a permanent contract
• long holidays
• rapid promotion
Giving opinions - agreeing and disagreeing
I think .........would be the most attractive because ...
I'm not sure about that. For me, ... .. .. wo uld be more useful
than ......... because ...
Perhaps you're right. And I don't think . . .. .. . is as important
as ...
GO ANYWHERE
At Flight Centre, we believe in giving you a lot of
responsibility from day one, so one of our main priorities is to
make sure you get the training and support you need to
1 . ... .. the skills which will allow you to succeed.
Training starts as soon as you 2 .. .. . ... . - and it never
stops. The initial programme is 3 ... .. ........ partly at your
office and partly in our dedicated Learning Centre. For
the first 12 months, you'll have a regular programme of
training, 4 ................... topics as diverse as Advanced Sales,
Goal Setting and Time Management.
After that, you can develop in any direction you choose by
S...... ...
.
......... a range ofcoursesandeventsinkeyareas: Sales
and Service, Products and Airfares, Systems, and Personal
Development. All this is provided at no 6 .... .... .... ..... .. to you. We
have a consistent 7 . . .
....... ...... of promoting from inside the
company; currently about 90 per cent of our Team Leaders
have come through the ranks, and we want to keep it that
8..
8 Staff development and training
Recruitment brochure
Reading
1 Work in pairs. You are going to read an extract from
the recruitment page of a travel company's website.
Before you read, discuss what training you think
university graduates might need when they first join
a company like this.
2 Read the text below quite quickly.
1 What training does Flight Centre offer new staff?
2 Why does Flight Centre think staff training is so
important?
Flight Centre
This company has been offering advice and making travel
arrangements for customers since it opened its first store in
Australia in 1981. It is now one of the world's largest and most
successful independent travel ret ailers, with 1 ,700 stores around
the globe.
We're also keen to train the leaders of the future with our
Leadership Development programme. It's an intensive
trainingcourse9...... ..
...
.
up by specialist project work.
After all, becoming a high flier in any company shouldn't
be about just waiting to shuffle up the ladder. Here, the
best people develop as far as they like, as fast as they
like. We hope you'll be one of them. And the success of
our philosophy of cultivating personal and 10 ..
development, as well as promoting from within, has earned
us a Training and Development award for excellence, as
voted by our employees.
adapted from www.therecruitmentcentre.com

3 Read the text again and choose the best option - A, B, C
orD-for,eachgap.
1Awin
� Cearn
D collect
2Ajoin
B recruit
C contract D employ
3 A situated B located
C based
D fixed
4 A dealing B covering C learning D working
5 A going
B assisting C having D attending
6 A money B payment
C cost
D price
7 A record B reputation C activity D standard
8Atype
B sort
C kind
D way
9A set
B backed
C held
D kept
10 A career
B work
C life
D profession
Speaking
Work in small groups.
Would you like to work for a company like Flight Centre?
Why? / Why not?
2 Which of these statements do you agree/disagree with?
Why? I Why not?
• Companies should pay for training to do the job, but staff
should pay for training which gives them qualifications.
• Training should be done in employees' free time.
• If a company trains you, you should agree to work for that
company for a number of years afterwards.
• All staff need continuous training - not just new recruits.
• It doesn't matter what you study. The important thing is
to get a good degree.
Useful language
Saying how much you agree/disagree
I partly/completely/totally agree with .
.
because I think/feel that ...
I completely/totally disagree with . .
.
because ...
Vocabulary 1
Check the meanings of these words, then use them to
complete the sentences below.
certificate course degree development
experience knowledge qualifications �
1 Our training programme aims to teach you key .skt4?
.
. such
as using spreadsheets.
2 Although he lacks any formal .
.
.
..... ..... , suchasa
university degree, he's now one of our best managers.
3The... ..
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
..
.
you study for at university is likely to decide
the sort of job you do afterwards.
4 At the end of the four-week training ... ....... .. ..... ..... , you will
receive a... .
.
.. You'll gain a thorough.. .
.
.
of the
company's activities. However, there are a lot of things which
you can only learn from the.
.
..
.
...
you'll get working here.
5 Withourpolicy ofprofessional........................ , we expect him to
soon become a manager.
Grammar workshop
Countable and uncountable nouns
• Countable nouns [CJ often use a or an in the
singular (a company, an office) and can be
plural (companies, offices).
• Uncountable nouns [U] do not use a or an
and are always singular (information, advice).
Find these words in the reading passage
on page 8 and decide whether they are
countable (C) or uncountable (U).
1 responsibility (A 2 training 3 programme
4 training course 5 work 6 excellence
f) page 24 Countable and uncountable nouns
Vocabulary 2
Business students often confuse these words:
work and job; training and training course. Look
at these extracts from the CALO. Then choose
the correct alternative in italics in the sentences
below.
work [U] - something you do to earn money:
He's looking for work.
job [Cl - used to talk about a particular type of
work activity which you do: He's looking for a
job in computer programming.
training [Ul - the process of learning the skills
you need to do a particular job or activity
training course [Cl - a set of classes or a plan
of study on a particular subject
1 Due to your excellent job / work, you have
increased productivity by 25 % .
2 She has also done an excellent job / work with
our staff, who are now working as a real team.
3 We haven't enough people to deal with this
amount of job / work.
4 Wish me luck in my new job/ work.
5 I have to go on a training course / training to
learn about the new safety regulations.
6 We need to give health and safety training
course/ training to eight senior executives.
7 Is it possible to hold this training course/
training with just six trainees?
Staff development and training 9

Training course
Listening
1 Work in pairs. You are going to listen to a short
conversation about a training course. Before you
listen, read the notes below and decide what type
of information you need in each gap.
Skills Development College
• Had an enquiry from 1 .. ... .. .. ......... .. Company.
• Want an advanced computer course for their 2
• Require a course lasting 3
• Director of Studies should:
-
conduct needs analysis
-
give a4
2 ©01 Listen and write one or two words or a number
in the numbered gaps in the notes.
3 Match these phrases (1-6) with their definitions
(a-f).
1 tailor-made
a practical, not
theoretical, training
2 learning goals
b able to use a computer
3 training budget
C basic, essential skills
4 hands-on training
d money reserved for
training staff
5 computer literate
e sp ecially designed to
meet your needs
6 core skills
f your objectives when
doing the course
Training at Deloitte in China
Reading
Deloitte
A worldwide company offering management consultancy,
auditing and financial advisory services
1 Work in pairs. Read the article in the next column,
ignoring the gaps and the underlined words. What
is the subject of each paragraph?
10 Staff development and training
Encouraging
employees
Ineach of the main offices in Shanghai, Beijing and Hong
Kong, Deloitte China has dedicated facilities known as
the Deloitte Institute training centres. Employees who
develop their careers within Deloitte believe that the benefits
are multiple. 'In Deloitte, some managers are only in their
early thirties, and this encourages young people like me,' says
Shawn Su from the Tax Department. 'I think Deloitte offers
employees a clear upward path for development. 1 . .
.
(;,
.
.
Charlotte Chen says, 'I knew Deloitte was different
when I first came here for interview.' During the interview,
Charlotte was impressed by the professionalism of the
Deloitte interviewers. ' They didn't act in a superior manner;
they were friendly and patient. 2 ....
.
. . ... .... .. ' When Charlotte
was about to take her professional exan�s, her manager said,
'With the test coming in June, you should take some days off.
You will have a better chance of passing if you have time to
study.'
Attention from managers often works better than material
incentives. Jessica Li from the Audit Department recalls,
' The third year with Deloitte was crucial, and passing my
exams was essential for my career. 3
..
.
.
.
..
..
.
..
.
. ...
.
What touched
me most was that they came to wish me good luck the day
before I took my study leave. I was very emotional to see
their concern.' 4
...... ..
.
. Jessica says, 'Deloitte cares about
my personal development, and that suits me. Now, when I
get calls from headhunters, I tell them, "I really like working
here and can develop my career within Deloitte. I don't need
to change environment."'
Attention and recognition by management are elements
of Deloitte's corporate culture. Shawn Su, who is about to be
promoted to manager, says he always gets an immediate reply
from his supervisors, no matter how late. They always say,
'Thank you for working so late. ' Shawn says,
'5 ..
. ...... ..' Now a manager-to-be, Shawn says, 'I' ll follow in
the footsteps of my bosses, encouraging and paying attention
to my staff.'
This is how Deloitte's corporate culture is passed down
through the company. Every new recruit has a 'counsellor'
who guides them. helps them at work and cares about them.
6 ....... . .
.
.
.. .... .
.
Counsellors are like Deloitte second bosses.
Although they don't necessarily lead you directly when it
comes to work, they guide every Deloitte employee with
their own professional experience.
adapted from www.topemployers.cor

2 Work in pairs.
1 Look 'at the example given in gap 1. Why is
sentence G below the correct option to fill
the gap?
2 Choose the best sentence (A-G) to fill each
of the gaps. Use the underlined words and
phrases in the sentences and in the text to
help you.
A At the time, my managers helped me apply
for training courses, and they let me take
time to attend training and to study.
B Interest and commitment from the
management retains talent.
C I thought, if my bosses are like these
�' I'll feel comfortable here.
D Jessica Li believes that it was _a___
recommendation from hers that gave her
the chance to work abroad.
E This policy has led to a great expansion in
Deloitte's services.
F Young people don't mind doing overtime ,
but we tend to feel frustrated when what
we've done is not recognised.
G This gives everyone the chance to ascend to
the top, as long as they remain committed
and perform well.
To.sk tip
-;-Consuier the Sl,\bjed of eo..ch po, .rn.gro..ph .
• Look o..t Norcls m the sentences Nhi.cl1 refer to
other thmgs m the po..sstAge.
3 Discuss in small groups.
1 What positive aspects of working for
Deloitte are mentioned in the text?
2 Which ones do you think are most
attractive? Why?
Vocabulary
Match these words and phrases from the text
(1-6) with their definitions (a-f).
1 dedicated facilities
2 material incentives
3 headhunters
4 corporate culture
5 commitment
6 overtime
a people who try to persuade someone to leave their job by
offering them another job with more pay and a higher
position
b buildings and equipment provided for a particular purpose
c something, especially money, which encourages a person
to do something
d the beliefs and ideas that a company has and the way
in which they affect how it does business and how its
employees behave
e time spent working beyond the usual time needed or
expected in a job
when you are willing to give your time and energy to
something that you believe in
Training scheme for new staff
Role-play
1 Before you do this task, work alone and prepare by
making some brief notes about your ideas.
You work in the human resources department of a
company. Your company has decided to provide a
one-week training course for new employees. You have
been asked to help prepare the programme. Discuss
the situation with a partner and decide:
a what things the course should include;
b whether the course should be given by people
inside the company or by an outside organisation;
c whether the course should happen during work time
or free time.
2 002 Two business students discussed the task in
Exercise 1. Match these sentences (1-6) from their
discussion with points in the task (a-c). Then listen to
check your answers.
1 How about getting them to spend two days learning how
our computer systems work?
2 Why don't we ask an external organisation?
3 I think another useful thing is to explain what to do when
they have a problem.
4 We could also spend some time introducing people in the
company.
5 What about holding the course for two hours every day,
from nine to 11 in the morning?
6 I suggest that on the first day, we sh ould explain what the
company does.
3 Study the underlined phrases in Exercise 2 and think how
you could use them when you discuss the situation.
4 Work in pairs or small groups. Discuss the situation using
your own ideas and some of the language from Exercise 2.
Staff development and training 11

Job descriptions and iob satisfaction
Getting started
1 Work in pairs. Which of these
activities would you enjoy in a job,
and which would you dislike? Why?
1 working with figures
2 dealing with customers
3 supervising staff
4 taking important decisions
5 writing reports
6 working with new technologies
2 Which of the activities in Exercise 1
(1-6) are part of these jobs?
a receptionist
b marketing assistant
c accountant
d human resources administrator
e logistics controller
Job responsibilities
Vocabulary
1 Underline phrases in these statements which are useful for talking about jobs.
1
2
-
3
My main responsibilities are to keep financial
records, make sure the company pays its taxes
by the deadlines and supervise how funds are
used. I deal with financial paperwork, and
look after budgeting and planning any future
investment.
I help to recruit new employees, keep staff
records and reports, help to plan staff training,
and organise team-building activities. I also
participate in evaluating the performance of
junior members of staff.
I work as part of a team promoting the
company's products. We have a budget for
advertising and promotion and we work
with outside agencies to design effective
promotional campaigns.
12 Job descriptions and job satisfaction
4
5
I'm really the first person visitors see when
they walk in through the door, so I have to
look good, be polite and efficient, and pass
them on to the right person. I answer the
phone, issue visitors' passes, organise meeting
rooms and make sure that mail and other
messages are distributed correctly.
My job involves ensuring that goods are
transported to and from our factories and
warehouses in an efficient and co-ordinated
way. In other words, I'm responsible for
goods arriving at their destination on time
and in good condition.
2 Match the statements above (1-5) with the jobs
(a-e) in Getting started Exercise 2.

3 Find words in Exercise 1 to match these definitions
from the CALD.
1 to plan how much money you will spend on
something btAd,geting
2 to persuade someone to work for a company or
become a new member of an organisation
3 judging or calculating the qvality, importance,
amount or value of something
4 encouraging the popularity or sale of something
5 the act of putting money into something to make
a profit
6 money needed or available to spend on something
7 how well a person, machine, etc. does a piece of
work or an activity
8 times or days by which something must be done
4 Check how the phrases in the Useful language box
are used in Exercise 1. Then work alone and think
of a job (not the job you do now). Write a short
paragraph like the ones in Exercise 1 to describe
the job, but without mentioning the job title.
Useful language
Talking about jobs
My main responsibilities are
to ...
I help to ...
I participate in . ..
I have to ...
My job involves ...
(+ verb + -ing)
I'm responsible for ...
I deal with...
I look after ...
5 Work in small groups. Take turns to read your
paragraphs. The others in your group should guess
what job you are talking about.
6 Complete these questions by writing one word in
each gap.
What 4<.?e� .... ... your job consist ... .
.....
... ...... .... ? I
What ..
.
..
.
...
.. .. you studying?
2 How long ..
..
. . . . you ............................. in your
present job? / How long ..
. . . .......... .......... you ..
studying?
3 When ..
.
.. . . . .. . you first become interested in
your present job/studies?
4 What .. ................ yourgoals and ambitions
..... ... ...... ..... ..... .... the future?
7 Work in pairs. Take turns to ask and answer the
questions.
A human resources manager
Listening
1 You are going to hear Christina Bunt, a human
resources manager for Tesco, talking about her job.
Before you listen, underline the key idea in each of
these questions.
1 What part of her job does Christina enjoy most?
A teaching job skills
B challenging tasks
C maintaining discipline
2 What, according to Christina, makes managing
people easy?
A strong discipline
B recruiting the right staff
C having friendly staff
3 How did Christina become a personnel manager?
A Tesco recruited her as a personnel manager.
B She trained in another company as a personnel
manager.
C She started at the bottom and came up through
the ranks.
4 What would she like to be doing in ten years'
time?
A opening new stores
B working as a store manager
C continuing her present job
5 What advice does Christina give for job
candidates?
A Dress very smartly.
B Try to look relaxed.
C Behave in a friendly,
casual way.
6 How does sheknow
when a candidate will
be good at the job?
A They are ambitious
about their career.
B They express
interest in their other activities.
C They are good at the other things they do.
2 G)o3 Now listen and choose the best answer - A, B
or C - for each question.
Be.fore. !:jOO ll5te.n, uncle.rli.l'\e. tl1e. ktH i.d..w.. in tl1e.
question, but not in eQ.a1 option. Th�s ..ii.LI, help !:jOU to
fows ..ine.n !:jOIA U..ste.n.
Job descriptions and job satisfaction 13

Human resources
Speaking
Work in small groups.
1 Do you agree with these opinions?
• First impressions are really important. Be totally
natural and don't try to put yourself forward as
something you're not.
• I'll always know that I'm talking to somebody
that's going to be enthusiastic, because they're
enthusiastic about the things they like in their
normal life.
2 Do you think enthusiastic people are more successful?
Why? I Why not?
3 What other inter view advice would you give?
Tesco
Britain's largest chain of supermarkets
and the biggest food retailer in the UK
TESCO
Vocabulary
1 Business students often confuse these words and
phrases: staff, employee and member of staff.
Read Speaker 2 on page 12 again, then match
these words (1-3) with their definitions from the
CALO (a-c).
1 staff
2 employee
3 member of staff
a one person who works for
a shop, company, etc.
b someone who is paid to
work for someone else
c the group of people who
work for an organisation
2 @ Correct these mistakes made by students in
Cambridge business exams. More than one answer
may be possible.
1 I'm pleased to announce that every� will be
given a bonus.
member of sta,ff I empLo!::jee
2 Around 70% of customers felt that the staffs were
generally unfriendly.
3 She's a very hard-working staff.
4 In fact, we need 35 new staffs.
14 Job descriptions and job satisfaction
What I like about my job
Listening
1 Work in pairs. Look at these reasons why people
might like their jobs. Which, for you, are more
important, and which are less important?
a balancing working life with family life
b being my own boss
c building customer relationships
d finding solutions for customers
e improving my staff's performance
observing trainees' progress
g seeing the success of my company
h having a variety of tasks
Useful language
Talking about yourself
I (would) find ..... .. . v e ry interesting/enjoyable because ...
For me, .... ...... is very important because ...
I wouldn't be I I'm not so interested in .... .. . . because . . .
..
.
..
.
. .. is something I'd really enjoy I find challenging I find exciting
because ...
2 G)o4 Listen to five people talking about why they
like their jobs. What reason does each person give?
Choose from the reasons (a-h) in Exercise 1.
1 Jane Milton ..
2 Amanda Hamilton ..
3 RobLiu..
4 AdamEvans..
5 Harriet Barber .. .. .
WJ,,en !:jOlA U,sten, !:jOlA Non',
hear ex<i..dl� the SM'le
Nord,s as in £xeruse 1 -
!:jOlA ha..ve to U,sten for the
SM'le i.d.eo.. to be expressed
3 G)o4 Complete these sentences by writing one
word in each gap. Then listen again to check
your answers.
1 I love being able to ............................. out what a
............................. needs and ... and doit.
2 I absolutely thrive on the
.. ...........
, just being
able to make, you know, my own
3 You sort of somehow don't mind those longer
hours because it 's . .
4 You see people, sort of, improve, really, within a
short, quite a short time sometimes. That's very,
um,
.....
............. .. ..
, I think.
5 I'm getting'their future ready, so when they arrive,
there's a job there for them, and that's
I enjoy - that's ..
................ ....... of themainthings.
6 It's ....... ............... ....... to see, like, how these projects are
progressing,

Speaking
Work alone. Imagine you are going to an interview for a job. Look at these questions and
think how you might answer them, using words and phrases you have studied in this unit
where possible.
• What do you most enjoy about your job/studies?
• Is there anything you dislike?
• What do you regard as your'most valuable job skills?
• What other job skills would you like to acquire? Why?
• What sort of job would suit you best? Why?
2 Now work in pairs. Take turns to ask and answer the questions.
Staff training report
Writing
1 Read this extract from a report and put the verbs in brackets into the correct tense.
Two years ago, PDQ 1 ?P'?Ylt (spend) 200,000 CHF
on staff training. The main reason for spending so much
money was that the company 2 ...
.
... (take) on
40 new employees who 3 .. ........... .. .. .......
(need) training.
However, last year, the training budget 4 ..
(fall) to just 80,000 CHF because the company only
5....
..
(recruit) seven new members of staff.
Recently, PDQ 6 .. .. . ........... ............ (sign) an agreement to work
on a major project with an Indian company, and because
of this, staff now have to learn new working methods. For
that reason, the company 7 ..........
..... ........ ...
(set) its training
budget for this year at 300,000 CHF.
f) page 24 Present perfect and past simple
2 Find words or phrases on the chart above which
mean the same as the highlighted words and
phrases in the report.
3 Underline four words or phrases in the report which
introduce reasons.
4 Work in pairs. You work for the Bank of Veronezh.
Your line manager has asked you to write a short
report on in-house training.
• Study the chart opposite and the handwritten
notes.
• Discuss what the chart shows and what you can
say in your report.
5 Work alone. Write a paragraph for the report,
including all the handwritten notes on the chart.
@ page 120 Writing reference
rJJ
Q)
400,000
300,000
[5 200,000
100,000
6,000,000
5,000,000
4,000,000
:g 3,000,000
e
2,000,000
1,000,000
PDQ staff training (total spend)
40 new sto..ff
bi.g new Ind.ui..n contrru:t - ned
to cl1o..nge !;ne w� we work
on4J 7 new sto..ff
\
two years ago
last year
this year
Bank of Veronezh - language training for staff
new computer
system
joint venture wit:11
PoU,sh bo..nk - £ngU-sh
necesso.ry for sto..ff
two years ago
last year
new w�s of
o.ccoonting
this year
Job descriptions and job satisfaction 15

Getting the right job
Getting started
Work in small groups and discuss this question.
What, for you, would make a company or organisation a
great place to work?
Here are some ideas to help you:
• opportunities for
• challenging work
promotion
• friendly colleagues
• a good salary
• developing new ideas
• opportunities to travel
• taking responsibility
• working in teams
Job satisfaction at Sony Mobile
Communications
Reading
1 Work in pairs. You are going to read what four
employees say about their jobs at Sony Mobile
Communications. Before you read, discuss the
advantages of working for a multinational company.
2 Work in pairs. Underline the key idea in each of
these statements, then express the key idea using
your own words.
1 I like to see how the people I work with evolve.
m!:l c.oLLea.gues cleveLop
2 I like producing things which people will enjoy.
3 It's important to continually improve our ways of
working.
4 My team's work affects the whole company.
5 Recent recruits are encouraged to contribute ideas.
6 The company wants its employees to have a
variety of attitudes and opinions.
7 To survive in this industry, you continually have
to be producing new products.
8 We need to be aware of our customers' different
ways of thinking.
3 Read these opinions expressed by Sony Mobile
Communications employees. Which person does
each statement from Exercise 2 refer to?
16 Getting the right job
Useful language
Talking about importance
I really like ...
For me, . . .. .. ... . is very important because ...
One of the things I think is essential is ..
... . .. because ...
I don't think ... . . .... is so important because ...
For me, .. .. .. . ... would be I is a priority because ...
MoJ::e sure 11ou OJ"e fo.mi.Uo..r NW1 the questions
before 11ou rw..d.. Tho.t N�, 11ou NilL on4l need,
to rw..d. the pOJ"�ro..pl1s once..
A Gurshan Kaai, Senior Manager
Android Software, United States
The employees here are from very diverse
cultural backgrounds. It all makes for a really
open workplace where different views and
mindsets are accepted and encouraged.
Mobile technology has been evolving fast. As
soon as you've mastered a technology, a new
one crops up. There's also fierce competition
that's always changing, forcing us to stay
on our toes and innovate. Ever-changing
technologies and new ideas keep· my job
intellectually stimulating and really satisfying.
I've always been interested in mobile
technologies. Sony Mobile Communications
attracted me because it's a leader in communication technologies.
The people here are passionate, fun-loving, hard-working and
looking to make a difference. They're not intimidated by change, but
they do understand the importance of being able to adapt.
B Katie Wu, Head of Engineering and
Material Management, Beijing
I never feel work isjust about eight hours a day.
Everyone here's so passionate, positive and full
of energy. We love our work and we also have a
lot offun together.I think what I contribute most
to Sony Mobile Communications is bringing an
analytical mindsetto my team. We work hard,
but also we want todo it more Intelligently,
more efficiently and effectively.We like to
challenge the status qua.I have a real passion
about people.Developing my team and seeing
them grow is what makes me happy- seeing
them change over time.

Vocabulary
Find words or phrases in the first two sections of the
text which mean:
I learned how to do something well (A)
2 appears unexpectedly (A)
3 to continue directing all our attention and energy to
what we are doing (A)
4 having a way of thinking which examines facts and
in formation in a very careful way (B)
5 to question the present situation (B)
Speaking
Work in small groups.
What impression do you get of Sony Mobile
Communications?
2 Which of the jobs mentioned sounds most interesting
to you?
3 On their website, Sony Mobile Communications say,
'Sony Mobile Communications is a global company
and our corporate language is English.' What are the
advantages and disadvantages of working in English?
C Hikaru Kimura, Software
Developer, Japan
There's a great culture here where you
can really discuss things with all your
colleagues, even if you're a newcomer.
It's a very open atmosphere. For the last
four years, I've been working in software
development. I take real pride in creating
applications that are fun and satisfying for
our customers to use. It's great working
for such a diverse company where you can
learn a lot and get inspired by sharing ideas
with other cultures and mindsets. I also
value having the chance to suggest new
ideas and speak out freely.
D Sarah Hewitt, Senior Global
Brand Manager, London
The strength of our brand is hugely
important. It isn't just a logo or an
advertising campaign: it's who we are and
what we do. I'm lucky to have a role that
touches every part of the organisation.
It's rewarding to see our team's thinking
and plans shaping and changing all parts
of the company from internal culture
through to packaging, product design and
advertising. I love working in Global, as we
get to interact with people from all over the
world: it's about understanding the cultural
sensitivities of different markets.
Sony Mobile Communications
A leader in communication
technologies
SONY
A website entry
Writing
1 Find these phrases in the texts on Sony Mobile
Communications and note how they are used.
I've always been interested in .. .
I think what I contribute most to .. . is ...
I have a real passion about .. .
... is what makes me happy.
I take real pride in .. .
It's great ...
I also value ...
I'm lucky ...
It's rewarding ...
2 Imagine you have been asked to write a paragraph
about yourself for your organisation's website (your
college or your company). Write the paragraph
using four or five of the phrases in Exercise 1.
3 Work in small groups and compare your paragraphs.
Advice on job applications
Listening
1 Underline the key ideas in these pieces of advice.
a Include a photograph with your application.
b Send your application by email.
c Make sure your application is not longer than one
page.
d Mention your interests outside work.
e Ask someone else to check your application before
sending it.
( f Phone your prospective employer.
g Tell the truth about yourself in your application.
h Include names, addresses and telephone numbers
of referees.
2 G)os Now listen to the five speakers. For each one,
decide what advice from Exercise 1 is being given.
1 Jurgen 2 Marta 3 Alex 4 Luli 5 Ivan
3 Which of the pieces of advice from Exercise 1
would you give someone applying for a job in your
country? Why? I Why not?
Getting the right job 17

A short email and an email
of a job application
Writing 1
1 Work in small groups. Read the job
advertisement below from Sony Mobile
Communication's website and discuss
what sort of person this job would suit.
Think about:
• age • studies/qualifications
• previous work experience
• personality
Team Assistant
(Job ref.: 23998G)
JOB DESCRIPTION
•
Handle phone calls and visitors,
compile documents for approval,
organise and co-ordinate
Team Leader's daily routine/
biz working schedule and travel
arrangements.
•
Initiate and organise internal and
external meetings, write follow-up
reports etc., act as department
facilitator to co-ordinate within
team and with other departments
when needed.
•
Plan, organise and improve
administrative services and
implement company policies.
•
Carry out tasks assigned by Team
Leader according to business
needs.
2 Mia Zhang saw the job advertised
and thought it would suit a student
doing an internship in her department.
Complete the email she wrote by
writing one word in each gap.
Hiroshi,
I've seen a job 1 .........
.
...... ..
.
.aTeam
Assistant advertised 2. .
..... .
.
...
...• the
intranet. I think 3 ..... .... . .... might be just
right for you because it matches your
organisational skills and will 4....
.
you an opportunity to work 5.. .
.
.
.
everyone on the team. 6 ...... ...
.
.......... you
apply, I'll be happy to supply a reference.
Mia
18 Getting the right job
3 You have seen a job advertisement on your company intranet.
Write an email to a colleague (40-50 words).
• Explain where you saw the advertisement.
• Say why it suits them.
• Offer to help them with their application.
4 Work in pairs. Imagine you have seen the job of Team Assistant
advertised on the company's website and are thinking of
applying. Choose which of these things you should mention in
an email of application.
1 a summary of relevant work experience
2 how you heard about the job
3 references from your employers
4 the other jobs you're applying for
5 the reason for writing the email
6 what you studied
7 why you're applying
8 when you are ready to be interview ed
9 your CV
10 your free-time interests
5 Write a plan for your email, deciding in which paragraph you will
put each of the things you chose in Exercise 4.
6 Read this email, ignoring any mistakes you see in the English.
Was Christa Schmidt's plan the same as yours? In what ways
was it different?
Dear Sir or Madam,
I am writing je(to apply for the post of Team Assistant Uob ref.: 23998G), as
2 currently advertised on your website. correct
3 As you will now see from my curriculum vitae, I am a 24-year-old graduate in
4 Business Administration from Hamburg Business College. At present time, I am
5 working as a trainee in the Marketing Department of Audi AGF based in Bremen.
6 As part of my university studies, I have completed a year's internship at Abengoa,
7 a Spanish engineering and telecommunications company, in Seville the last year.
8 As a result, I am able to work fluently in English and Spanish, and as well as
9 German. Since leaving university, apart from following the standard graduate
10 training programme, I have also done more extra courses in Business Skills and Marketing.
11
However I am interested in the post advertised because I would like the opportunity
12 to work for a multinational producer of consumer products such as yourselves and I
13 would value the opportunity to gain my experience working with an international team.
14 I hope my application is of an interest to you. I am available for interview at any time, and
15 my present employers would be too happy to supply a reference.
I look forward to hearing from you.
Yours faithfully,
Christa Schmidt
christaschmidt@fastmail.com
7 In most of the numbered lines in the email above there is one
extra word. It is either grammatically incorrect or does not fit in
with the meaning of the text. Some lines, however, are correct.
Find and delete the extra words.
t) page 118 Writing reference

Speaking
Work in pairs. Look at the two emails in this unit.
• In what ways are the beginnings and endings different?
Why?
• What other ways are there of beginning and ending
business letters and emails?
• Underline words and phrases in 'the emails which you think
would be useful when applying for a job.
How are emails applying for jobs different in your country?
Vocabulary
© Business English students often form adjectives
incorrectly. Correct each of these sentences.
Could you also give me more detail information about working conditions? <ieto...ited,
2 I have selected two recruitment agencies which seem interested possibilities.
3 If you are interest in working for us, you should send us your CV with a photo.
4 Our offices are opened each day from 08:00 till 20:00.
5 Please let us know if next week is not convenience for an interview.
6 She never has been absence from her work for more than a few days
Writing 2
Write an email applying for a job you would like to do. Use the email on page 18 as a model.
Doing interviews
Speaking
Work in pairs. Imagine you are human resources officers and you are going to give a short
talk to university students entitled 'What is important when doing a job interview?'. Decide
and make notes on:
• two or three points you want to make
• reasons for each point you make
• examples to support your ideas.
2 ©06 Listen to Adam Evans, a promotions manager, and Harriet Barber, an environmental
consultant , answering the same question.
Do Adam, Harriet or both Adam and Harriet express each of the ideas below?
2 They support some of their ideas with reasons. What reasons do they give?
1 Be confident of your value to the organisation.
2 Behave in a friendly way.
3 Don't pretend to be someone you aren't .
4 Find out about the organisation in advance.
5 Get to know people in the organisation.
6 Work with the company in advance.
Adam
Harriet
./
reasons
3 Add any ideas you want to the notes you made in Exercise 1. Then change partners and
ta ke turns to give your talks.
Getting the rightj"ob 19

Making contact
Getting started
1 Work in small groups. Look at the options in italics
in each of these sentences and discuss which one
you think is true.
In a business situation:
1 when you meet someone face to face for the first
time, your body language and appearance is much
more important than / not nearly as important as
your choice of words.
2 making a good first impression for most people
takes a little more/ a lot less than five minutes.
3 it's far easier/ harder to make a good first
impression than to change a bad one.
4 when you go to a first meeting, you should dress
a little more / slightly less formally than usual.
5 when your first 'meeting' is on the phone, your
choice of words is considerably more important than /
not quite as important as how your voice sounds.
2 001 Listen to Chandra,
an occupational
psychologist, talking
about first impressions
in business and see
if she shares your
opinions.
3 Discuss these
questions.
1 What is good body
language for a first
business meeting in
your culture? Think
about how you stand, the expression on your face,
where you look, your handshake, etc.
2 How can you make a good impression:
• on the phone?
• using Skype or video-conferencing?
• by email?
3 In general, why is talking on the phone more
difficult than talking face to face?
20 Making contact
Grammar workshop
Talking about large and small differences
Look at these phrases from Getting started
Exercise 1. Which phrases express a large difference
(L), and which express a small difference (S)?
1 much more important than L
2 not nearly as important as
3 a little more formally than
4 slightly less formally than
5 alotless
6 far easier
7 considerably more important than
8 not quite as important as
f) page 25 Talking about large and small differences
A phone call to a hotel
Listening
1 Work in pairs. You are going to hear a telephone
conversation between a customer and a hotel
receptionist. Before you listen, look at this form
and decide what type of information you need to fill
the gaps.
P.AINC!� .UOT!l
RESERVATION FORM
RESERVATION MADE BY:
Alexei1.......
COMPANY:
2........
...
International
TYPE OF ROOM:
asmall3 ..............
.. room
PURPOSE:
4 ...
DATE:
5 ...
.
..... ...... from 9 a.m. to B p.m.
OTHER REQUIREMENTS:
6 ....
To.sic: tip
Before �w. U-sten, trii.rlk v-ihiu
mformo..ti.on !:JOU need, t;o filL eo.d1 go..p.
2 G)oa Listen and complete the form in Exercise 1.
For each gap, write one or two words or a number
and a word.

Role-play
Work in pairs. Each take one of the roles and prepare some of the language you want to
use before you speak. You can do this by looking at the transcript for Track 8.
Student A: See below. Student B: See page 22.
Student A
You work as PA
to the Human
Resources
I want to hold interviews for the post of Production Controller (Gdansk, Poland) on Friday
14 June in the morning. As you know, there are three candidates. Can you ring the Ritz
I Hotel in Gdansk, please, and book two rooms for the night of 13 June and one meeting
room for the morning of 14 June? The Production Manager (Poland) will be accompanying
me, and we will be interviewing together.
Manager. Read this
email which she
has sent you, plan
what you are going
to say and make the
phone call.
I We want to start at 9.30 and finish at 1.00 with a half-hour coffee break at 11.00.
Also, can you find out the prices and let me know?
l Than
_
k
_
s
____
A telephone quiz
Reading
__ .J
Work in pairs. Answer these questions about how you should speak on the phone in English.
In some cases, more than one answer is possible.
1 Which do you think is the best way to
answer the phone at work?
A by saying Hello!
B by saying your name
.C
by saying your name and the name of
your department or company
D by saying the name of your company
I Which of these do you think would be
the best way to reply when someone
on the phone says Can I speak to (your
name)?
A That's me!
'B Speaking.
C Yes, lam.
3 How should Alberto Costa introduce
himself for the first time on the phone?
A It's Alberto Costa.
B I'm Alberto Costa.
C My name's Alberto Costa.
4 How should Lucia Falcone introduce
herself on the phone to someone who
already knows her?
A This is Lucia Falcone.
B I'm Lucia Falcone.
C It's Lucia Falcone here.
5 When you ask someone to wait on the
phone, which of these is quite formal,
which is informal, and which would you
probably never say?
A Could you hold on a minute, please?
B Hang on!
C Wai( please.
6 When you want to know who is calling
you, which of these is formal, which is
informal, and which sounds rude?
A Who's that?
B Who are you?
C Who's calling, please?
7 Which of these is the most formal way
to introduce the subject of your phone
call?
A I want to talk about the sales
conference in March.
B I'm calling in connection with the
sales conference in March.
C Let's talk about the sales conference
in March.
8 Which of these would you say when you
want to find some information on your
computer while you're on the phone?
A Wait while I get it on my computer,
please.
, B JustamomentwhileIgetituponthe
screen.
C I'mjust bringing up your details now.
9 What should you say when you don't
understand something?
A What?
B Could you repeat that, please?
C I'm sorry, but I don't know.
Making contact 21

Student B
(page 21 Role-play)
You are a receptionist at the Ritz
Hotel in Gdansk, Poland. Study
this information and prepare to
take a phone reservation.
Double room:
500 Polish zlotys per night
Single room:
380 Polish zlotys per night
Conference room:
210 Polish zlotys per hour
Large meeting room (max. 25 people): 125 Polish zlotys per hour
Small meeting room (max. 10 people): 100 Polish zlotys per hour
Speaking
1 Work in pairs and discuss this question.
What's impor tant when making a business phone call
in English?
Use these ideas to help you if you like.
• preparation
• speaking clearly
• checking understanding
2 Change partners. Imagine you are giving a brief
talk at a business meeting. Take it in turns to
explain what you think is important when making
a business phone call in English. Try to talk for a
minute. As in a business meeting, your partner
should listen and not comment until you have
finished.
Useful language
Listing and giving examples
I think there are three important things to remember when
making a business call in English: . ..
The most important thing is . ... .. .. because . . .
For example, ...
Another thing which is important is .. .
For instance, . . .
Finally, you should ...
22 Making contact
Enquiring about a job
Listening
1 G)os You are going to hear a man phoning a compan
to enquire about a job. Listen and tick (.t) the phrases
the speakers use from the quiz on page 21.
2 G)os Listen again and complete the man's notes
below with one or two words in each gap.
\
Ampoata Metala, S.A.
Post: 1 ...
Working hours: 2 ..
Duties: office admin, typing and 3 ..
Starting date: 4 . .. . .
.
...
of September
How to apply: 5 ..
Role-play
1 Work in pairs. Juanita is also recruiting for the
job of Marketing Assistant at Amposta Metals.
Read your role card below.
Student A
You are Juanita. Invent details of the post. Answer the
phone and give information about the job. Use the
conversation you have just listened to as a model.
--
.
---..........---
Student B
You are interested in the job at Amposta Metals.
Prepare some.questions and phone to find out
details of the job. Use the conversation you have
just listened to as a model.
---- --- --
.
-
11
;11,""'*""'',..,___.....,,,..,....,..,.,.__......,,.
2 Juanita also needs an accountant. Change roles
and find out I give details about the post.

Phone-answering tips
Reading
Work in small groups. You are going to read some
advice about how to use the telephone to improve
your business.
What things annoy you whel'l you phone
companies or other organisations?
2 What problems have you had when phoning
companies, either in English or in your own
language?
2 Read the article below without paying attention to
the gaps. While you read, note down the main idea
of each paragraph.
Example: 1 The i,mportltnce of first i,mpresswns
PHONE-ANSWERING TIPS
TO WIN BUSINESS
Phone-answering skills are critical for businesses. The
telephone is still many businesses' first point of contact
with customers, so the way you answer your company's phone
will form your customers' first impression of your business.
These phone-answering tips will ensure that callers know
they're dealing with a winning business.
Answer all incoming phone calls before the third ring and
when you answer the phone, be warm and enthusiastic. Your
voice at the end of the telephone line is sometimes the only
impression of your company a caller will get. Welcome callers
politely and identify your organisation and yourself. Say, for
instance, Good morning. Cypress Technologies. Susan speaking.
How can I help you? No one should ever have to ask if they've
reached such-and-such a business. Keep your voice volume
moderate and speak slowly and cl early. 1 .. .. .. . ........ ... .. Train your
voice and vocabulary to be positive, even on'iP' down' day.
L.
Always ask the caller if it's all right to put him or her on hold
and don't leave people on hold for longer than is necessary.
L... .. ... .... ..... Offer them choices such as, The line is still busy. Will
you continue to hold, or shall I ask Mrs Lee to call you back?
Take telephone messages completely and accurately. If
there's something you don't understand or can't spell, such as a
person's surname, ask the caller to repeat it or spell it for you.
4 ....
Respond to all your calls within one business day. 5 ..
The early caller can get the contract, the sale, the problem
solved and reinforce the favourable impression of your business
that you want to circulate.
Train everyone else who answers the phone to answer the
same way. 6 .. .... .. ...... ...... If they don't pass the test, go over these
te lephone -answering tips with them.
adapted from Your Guide to Small Business: Canada
3 Read these missing sentences and underline a
word or phrase in each one which might refer to
something in the article.
A Call in to check and see if this is being done in a
professional manner.
B For example, rather than saying I don't know, say
Let me find out about that for you.
C You really should not leave it any longer.
D If possible, provide these callers with progress
reports every 30 to 45 seconds.
E However, research carried out in Hong Kong and
Singapore has shown this is not usually true.
F Then make sure it gets to the intended recipient.
G This will help your caller to understand you easily.
4 Now choose the best sentence from Exercise 3
(A-G) to fill each of the gaps in the article.
To.sk tip
When 1101,{ ha.ve fi,n�she<l., ql,{ick4l reo..c:l the te><c o..gctin
with 11mr o..nswers w make Sl,{re i.t makes sense.
5 Work in pairs or small groups. Discuss which
advice is very useful, and which is not so useful.
Speaking
Work in pairs or groups of three. Your company has
decided to run a one-day course on effective telephone
skills at work. You have been asked to prepare the
course. Discuss the situation together, and decide:
• which staff in a compa
·
ny would most benefit from
this type of course
• what advice and training should be given during the
course.
-----·
To.sk tip
Before 1101,{ speak, thi-nk of dl,f-feren/; possibi.lilies w
di,swss for the /;No pruts of the /;Mk.
Making contact 23

Units 1-4
Countable and uncountable nouns
Nouns are either countable [CJ, e.g . a job, two jobs, or
uncountable [U], e.g. work.
The grammar for countable nouns is different from
the grammar for uncountable nouns.
Countable nouns
• use a or an in the singular: a job, an employee
• can be made plural: jobs, employees
• use some and any in the plural: some customers,
any emails
• use few and many in the plural: few clients, many
complaints
• use a lot of + plural noun:
Manfred did a lot of jobs while he was at university.
• use a number of:
We've had a number of complaints.
Uncountable nouns
• donotuseaoran
• cannot be made plural: work, furniture
• use verbs in the singular: The money is in the
bank.
• use some and any in the singular: some
information, any money
• use little and much: little information, much work
• use other words to refer to a quantity:
a piece of advice, an amount of money
• use a lot of + singular noun: I've got a lot of work
on at the moment.
• use an amount of: It's difficult to deal with such a
large amount of information.
1 e Business English students are often not sure if
these nouns are countable or uncountable. Write C
(countable) or U (uncountable) for each one.
advice IA budget C car computer equipment
feedback freight information knowledge parking
programme recruitment report research
software spending team teamwork training
training course transport travel
24 Grammar workshop 1
2 Choose the correct option in italics in each of the:
sentences.
1 He put advertisement/ an advertisement for a sal
director in the paper.
2 During the training course, you'll learn how to
use some new equipment/ equipments.
3 Our research/ researches show that 90% of our
students find work/ a work within six months.
4 You'll find a large amount of information/ numb1
of informations on their website.
5 We can give you some advice/ advices on how to
apply.
6 During the first year, the job will involve little
travel/ few travels but much training courses/
many training courses.
Present perfect and past simple
• We use the past simple for things which started
and finished in the past:
Tu.lo years ago, PDQ spent 200,000 CHF on staff
training.
• We often use the past simple with time adverbs
which indicate past time, e.g . ago, last week/year,
in the past, in 2005/January.
• We use the present perfect:
• for things which started in the past and are still
happening now:
In the past three months, I've been given a lot
more responsibility (which I still have).
I have had this job since I left university.
• for things in the past where the exact time is
not clear:
The company's training budget for this year has
been set at 300,000 euros.
• for things which happened in the past but
which have a present result:
PDQ has recently signed an agreement .. . a nd
because of this, staff now have to learn new
working methods.
• We often tise the present perfect with time adverbs
which indicate something started in the past and
is still continuing, e.g. since, in the last year/ three
weeks, this morning/year.

ise
les
1er
J
ll
Put the verbs in brackets in to the correct tense
(present perfect or past simple).
I...
..
.. ...
(work) for the company for only three
years, but I'm already a senior manager.
2I...
.......
(go) on a training course during my first
month at work, but I....
....... ......
(not go) on one since
then.
-
3 Myfirstboss....... ...........
(be) very friendly, but she
....
(leave) the company last year and I..
(notsee)hersince she....................
(go).
4 They ....... ..... ..... ...
(change) the way we work completely
in the last six months. Now we have flexible
working, whereas before we .. ..... ........ .. .
(start) at nine
and ...... ..... ..... ... (finish) at five.
5 In 2004, they .
.. . ............
(post) him to Japan. He
.
.... ....
......
.
..
(be) there ever since, and during that
time, he ...... . ..... ... ...
(get) married and
.
.
..
.. ..
(start) a
family.
6 I..
................
(write) an email applying for the job
several days ago, but I ..... . ..
.... ..
(not receive) a
reply yet.
7 The company ..
...
(grow) because we ..
..
(take on) new staff every year since we . . .. . .
(open) in 2005.
2 @ Business English students often make mistakes
with the present perfect and the past simple.
Choose the correct option in italics in each of these
sentences.
The profits are higher than we have expected /
expected.
2 We can advertise in daily newspapers, as we have
done/ did on many previous occasions.
3 I am writing to inform you that the board of
directors has decided / decided to introduce
identity cards in our department.
4 I want to tell you that I have arranged/ arranged a
meeting with the senior staff. It will take place on
Thursday at 11 a.m.
5 I'm very glad to tell you that last month's profits
have increased / increased by ten per cent.
6 It has become I became clear in the last few days
that we need the new staff as soon as possible.
7 Last week, we have decided/ decided that the
company will need new premises if it is going to
expand.
8 Last year, we have made/ made a profit of eight
million euros.
Talking about large and small differences
Here are some ways of expressing:
• large differences:
• much I far/ a lot/ considerably larger than:
Our workforce is far larger than it was five years
ago.
• not nearly as large as:
Five years ago, our workforce was not nearly as
large as it is now.
• small differences
• a little/ slightly/ somewhat more efficient than:
This year, our factory is slightly more efficient
than last year.
• not quite as efficient as:
Our factory was not quite as efficient last year
as this year.
We can express the difference more exactly using:
• twice, two-and-a -half times, three times as +
adjective/adverb + as:
This machine produces twice as many components
as the machine we had before.
The lorry can carry three times as much as the van.
(Remember: many is used with countable nouns
and much with uncountables.)
• two-and-a -half times, three times more than (but
not twice more than):
The lorry can carry three times more than the van.
1 This table shows average statistics for
communications from a Spanish engineering
company per week. Study the table and complete
the sentences below.
ten years ago
this year
emails
2,000
12,000
letters
850
230
meetings
70
75
phone calls
6,800
3,400
text messages
500
520
1 Staff write....................
emails than ten years ago.
2 They don't write ....................
letters
3 Ten years ago, they didn't hold..
................
meetings
4 Ten years ago, they made ...
..............
phone calls
5 They send .. ..
..............
text messages now
2 Use language describing large and small differences
to write four or five sentences describing how:
1 working/student life has changed in your country
2 the town or city where you live has changed.
Grammar workshop 1 25
/

f·
Breaking into the market
Getting started
1 Work in pairs. Match the promotional activities (1-7)
with the photos (a-g).
a
e
1 direct mail
2 free samples or gifts
3 leaflets and brochures
4 point-of-sale display
5 sponsorship
6 television and radio adver tising
7 website
�1rm·
Promoting AXE
Reading
b
f
1 Work in pairs. You are going to read an article
about Unilever's promotion of their AXE deodorant
spray in the USA. Before you read, discuss these
questions.
1 How are deodorants and toiletries promoted in
your country?
2 Which promotional activities do you think would
be suitable for promoting a deodorant spray? Why?
26 Breaking into the market
2 What are the advantages and disadvantages
of each method of promotion?
Unilever
Example 1: Dixect mCU,(, �s expens�ve, but
you ca,n target �d.ivulua.L customers.
Useful language
Discussing advantages and disadvantages
One advantage of (direct mail) is that . ..
Another good thing about it is that ...
The main disadvantage of (sponsorship) is that . ..
They also have the drawback that ...
C
d
g
A large multinational company based
in Britain and Holland which produces
foods, cleaning products and toiletries
2 Read the article on page 27 quickly to find out
which promotional activities were used,
--

IS
)
THE
EFFECT
When Unilever wanted to launch its AXE deodorant
spray for men in the United States, it combined young
men's natural interest in pretty girls with the attraction of a
great house party. The idea was simple: boy buys AXE, boy
5 meets girl, boy smells nice, girl likes boy.
The product, which was already popular in other parts of
the world, was launched in the United States with a powerful
promotional plan to make it appeal to American male youth
culture. Using the slogan 'the AXE effect', the company
10 used a number of marketing ploys to bring the product
to the attention of the public. These included playing an
online game, free samples of the deodorant handed out
by attractive female models in retail stores, point-of-sale
displays, media advertising and public relations (PR), all of
15 which hyped the centrepiece of the promotion: a once-in-a ­
lifetime party at a Florida mansion.
Unilever began by direct-mailing millions of college
students and young males aged between 11 and 24. They
received free samples and information about the event,
20 which was advertised as the AXE House Party: crowds of
To..sk tip
Reo..cl the ques!ion, then fi.nd.. the answer i,n the
text. After tho..t, reo..d.. the op!ions A-D and.. c.noose
tne one whi.al rno..tc.nes who..t you reo..d...
3 Nowchoosethebestanswer-A,B,CorD-for
each of these questions.
Who were the target audience in Unilever's
promotional campaign?
A young women
B young men
C men of all ages
D men and women
2 How did people get an invitation to the house
party?
A by receiving direct mail
B by answering an advertisement
C by applying through an internet site
D by participating in a game
attractive people, rock stars and a beach house. A radio
advertising campaign and online publicity called for young
men to log on to the Internet to play a video game on the
AXE website. Participants had to apply their dating skills to
25 score points. If the player reached a certain level, he entered
a lottery to win a trip to the party.
AXE focused on the intrigue and discovery of the party.
Leaflets similar to ones made for a party by a group of
college students were posted in relevant locations such
30 as men's toilets at nightclubs. There were also print ads in
Rolling Stone and Spin magazines.
'It was all about getting into the mind of the 20-something
guy,' says Mary Drapp, Manager of Strategic Alliances and
Sponsorships for Unilever. And they succeeded in doing
35 that. Their website received more than 943,000 hits, or 20%
more than the goal. Some 100 lucky young men were flown
in to attend the party, held near Miami. Hundreds of young
people were invited to dance and enjoy musical acts by well­
known rock bands. Guests could use the pool, go to a game
40 room or play air hockey, cards or billiards.
The party was filmed and made into an hour-long show
broadcast on TNN. 'To our knowledge, nobody has ever
taken a consumer promotion and turned it into a television
show,' says Steve Jarvis, the marketing consultant for AXE.
45 'That was something completely original.' After the party,
AXE continued to capitalise on the event. Some 500,000
special packs went on sale in retail stores, offering two cans
of the deodorant spray with a free AXE house-party CD that
featured songs from the artists who had appeared at the
50 party.
Following the promotion, results included a 22% increase
in general brand awareness among males aged 11 to 24 and
a 3.0% to 3.7% increase in antiperspirant and deodorant
market share.
adapted from Promo
3 What was the aim of the publicity for the party?
A to show an exotic location
B to improve men's dating skills
C to excite people's curiosity
D to sh ow people they needed AXE
4 According to Mary Drapp, what was the aim of the
promotional campaign?
A to increase brand awareness
B to encourage people to visit the website
C to change the target customers
D to show the effectiveness of the product
5 What was unique about the promotion of AXE?
A the house party
B the television programme
C the free CD
D the use of the Internet
6 What was the effect of the marketing campaign?
A Twenty-two per cent more people knew about
AXE.
B Sales of AXE increased by 22%.
C There was an increase in the percentage of
young men who knew about AXE.
D Brand awareness rose to 3.7%.
Breaking into the market 27

na
'own
ills
Is.
�.B
n
,ps.
ly
Going viral in India and China
Reading
Work in small groups. You are going
to read extracts from an article
about Levi's marketing strategy in
India and China. Before you read,
look at the company background
box and discuss this question.
How do you think the Indian and
Chinese markets are different from
Levi's traditional markets?
Levi's
Levi Strauss {Levi's) is a clothing
manufacturer est ablished in 1873 and
based in San Francisco, California. Known
particularly for their denim jeans, their
traditional markets have been North
America and Europe.
2 Look at these descriptions (1-8)
and the paragraphs (A-D) in the
article . Which paragraph does each
description refer to?
1 a market which can't be ignored D
2 a marketing strategy which
attracted negative comments
3 a new location for bringing a new
product to market
4 a product which can now be worn
in the office
5 a strategy to keep customers loyal
6 advertising that suggested that
people should change their
behaviour
7 employing people to express their
emot ions about the product
8 following their competitors'
example
Speaking
Work in pairs. Prepare a short talk
about a clothing brand you are both
familiar with. Take notes while you
discuss these questions. When you are
ready, change partners and take turns
to give your talks.
·, What image does it have?
• How do you feel about the brand?
• How is it marketed?
When Diesel launched its 'Be Stupid' campaign to
encourage consumers to take risks and move beyond
the smart and sensible life, the viral video got everyone's
attention. Word got around, and the video stacked up to
700,000 views on YouTu be, even though it was criticised
widely in the media. 'Going viral' is the new watchword
for clothing brands. Most, if not all, have gone digital, and
Levi's now seems to be doing the same.
B At the launch of Denizen, its low-cost brand, in India,
Levi's has brought in what they call the 'Denizen 8', a
team consisting of a software developer, a media planner,
a property consultant, an app developer, a writer and a
student, all aged between 18 and 28. 'We're getting eight
denim lovers from all over the country to become our
brand ambassadors,' says Sanjay Purohit, MD, Levi Strauss
India. Eight might not seem to be a very large number in a
country of millions, but this team aren't just ordinary brand
ambassadors. The brand has them
activated on the social media space.
They biog about the brand and how
the brand makes them feel.
C The launch of Denizen in China
last month was the first time that
Levi's has moved outside the United
States for the global launch of a
brand. Levi's has been known for its
strength in the premium and super­
premium denim price segments and
is now keen on expanding the price
ladder lower to prevent consumers
from crossing over to competitors.
Through Denizen, the company
seeks to attract the 18-28 age
group with affordable pricing. 'We
are targeting consumers who are
just out of college or have taken
on their first jobs and want a brand
that could fit into their lifestyle
and budget needs. It made more sense to launch �nizen
in emerging markets, particularly in Asia first,' said Tod
Gimbel.
D Denizen is the first clothing brand to have been built for
the digital medium, as most of its target group uses social
media, Internet and mobile. India, being among the three
largest markets for Levi's in Asia, is also a market where
denim is the fastest-growing clothing category, producing
35 to 40 million pairs a year. With work environments
becoming more casual, for the younger generation, denim is
the clothing of choice. These consumers are typically young,
middle-class, probably the first generation to be university
educated and the first to work in a foreign multinational.
adapted from The Economic Times
Breaking into the market 29

Launching a product
Getting started
Work in pairs. Talk about two or three new products that have appeared on the market in the
last ten years. Discuss:
• how you first heard about them
• if you think they are useful or desirable (if you
would like to have them)
Developing and launching Drink Me Chai
Listening
1 Work in small groups. You are going to hear Amanda
Hamilton, Managing Director of Drink Me Chai,
talking about how she developed a new tea product.
Before you listen, make a list of the steps you would
take before launching a new drink on the market.
2 011 Listen and choose the best answer - A, B or
C - for each question.
1 What was chai originally?
A an Indian drink
B an American drink
C a drink Amanda invented
2 Why did she start importing chai?
A for selling to people travelling to work
B for herself
C for selling in shops
3 Why did she decide to develop her own chai?
A She couldn't afford to import it.
B She couldn't depend on her suppliers.
C She enjoyed experimenting with dif ferent
flavours.
4 How did she test her product?
A by using a market-research company
B by giving it to her own customers
C by trying it in the USA
5 What was the supermarket buyer's reaction to her
product?
A He fixed another meeting for six weeks later.
B He agreed to try selling it in a few stores.
C He agreed to sell it in a large number of stores
all over the country.
3 Work in small groups. Were any of the steps
Amanda took the same as your list from Exercise 1?
30 Launching a product
•
where you can buy them
• how they are marketed
• how they are packaged.
Useful language
Saying what you would do
The first thing we could do is ...
After that I Next, we could ...
We could also ... I Another thing we could do is ...
I think we should also .. .
Drink Me Chai
An award-winning UK-based company that produces a
range of authentic Indian chai in an instant form
1
2
2V
n
1
2

n
-,
ow
5 Work in pairs. You work in the marketing
department of Slimchocs, a company which makes
low-calorie sweets. Your line manager has asked
you to write a report on the promotional budget.
Look at the information below, on which you have
already made some handwritten notes, and answer
these questions.
How has spending on different types of promotion
changed between last year and this year?
2 What can you say to complete the comments on
the first chart (you will have to invent ideas)?
How has the total budget changed, and how will it
change ne xt year?
4 What recommendations can you make for
spending next year?
50,000
40,000
Slimchocs - promotional spend
very sucressfv.l
b=se ...
• last year
this year
U)
"g 30,000
not very
sucressfv.l
b=se ...
reo..cl1U19
right
peop
!
.e,
�.e .
.
..
!20,000
10,000
Ql+---'-�_.__�J..._ �_.J;_ �J..._--J��-"----''----'-�
magazine leaflets at health spas,
advertisements sports events, etc.
120,000
100,000
i 80,000
C:
:,
], 60,000
40,000
20,000
point-of-sale
displays
last year
Total promotional budget
this year
recommend.,
how to
spend, thi,s
next year
6 Work alone. Using all your handwritten notes, write
your report.
An interior design company
Role-play
1 Work in groups of four. Read this situation.
You work for an interior design company in
your city (you decorate and furnish the inside
of houses and offices) and until now, you have
only worked with architects and builders. Now
you would like to sell your services directly to
the general public as well, and you are having a
meeting to decide how to promote yourselves.
2 Each of you should take one of these roles and
prepare what you are going to say.
Managing Director
You know you can find good staff and you are
confident that there is a large market for your
services, so you want to expand the business
quickly. You would like to use some form of
advertising and also direct mail. You are ready to
invest heavily in promotion.
Finance Director
You are cautious about expanding the business
too fast, having a marketing budget which is too
large, taking on too many new employees and
having cashflow problems. You would like to
distribute leaflets around shops and offices and
also have some advertising posters at bus stops.
Marketing Manager
You love promoting services in any way possible,
and the more imaginative and unusual, the better.
You especially favour events such as stands at
trade fairs or sponsoring a local sports team, but
you are always happy to consider other ideas.
Sales Manager
Until now, visiting companies and architects has
always been very successful, and you strongly
believe in the personal touch. You would like the
marketing budget to be spent on increasing the
sales staff, who would be involved in direct selling,
either by phone or by visiting potential customers.
3 Hold the meeting and make sure you reach
agreement on how to promote your services.
4 Report back to the rest of the class on what you
have decided to do.
Launching a product 33

Preparing an exhibition stand
Writing 1
1 Work in pairs. Read Ulrike's next
email to Marcel and discuss what
information Marcel should include
in his email.
,-
Marcel
Thanks for the prices and other details.
I think a smallish stand is possible
on our budget. I'm busy in meetings
all day, so can you search for some
companies on the Internet who can
build a stand for us? Then email them
and ask them for:
• some sample designs
• some idea of how much it will cost
• an approximate timescale.
Thanks
Ulrike
2 Write Marcel's email to the
companies which build stands.
Try to write 40-50 words.
t) page 117 Writing reference
Reading
1 Look at these questions and
underline the key ideas.
Which builder:
1 can keep costs down by supplying
you with existing eguipment?
2 has wide international experience
of exhibition stands?
3 promises to provide your stand on
time?
4 will be more involved in your
promotional activity than just
providing the stand?
5 will provide you with a stand you
know you can afford?
6 will supply stands which you
needn't buy?
7 will try to ensure that as many
people come to your stand as
possible?
36 A stand at a trade fair
2 Read the publicity from three stand builders that Marcel found on
the Internet and answer the questions in Exercise 1.
A
B
STAND the PACE
Do you want your company to stand out at business exhibitions and
trade events? Stand the Pace can do this for you by supply ing custom­
built exhibition stands - for hire or for sale.
We guarantee to meet our clients' nee ds with our free computer design
service. Our prices are keen and competitive due to our huge stocks of
ready-made equipment.
We will take the work out of your hands by liaising with the exhibition
organisers, transporting all equipment and associated publicity material
to the event, se tting up the stand, installing all the equipment and
mounting all graphics. All you have to do is arrive, walk onto the stand
and start promoting your products. What could be easier?
For more information, please contact James Steel, our
Marketing Director.
HIGHSTAND DESIGN & DISPLAY
has the creativity, experience, skills and commitment to bring
you a solution that will give you an edge over your competition.
Our stand will give your company the opportunity to make an
impact. We ensure you make the very best of that opportunity
by providing you with a solution that meets your brief and matches
your budget.
We have delivered customised exhibition solutions worldwide
and designed stands for almost every market you can name.
Our computerised designs provide you with a 3D view of your
design. Our project-management skills ensure deadlines are met,
costs controlled, and workshop and on-site construction monitored.
cutedisplay.co.uk
When you exhibit, it's all about customers - you want to
impress your current clients and attract potential new ones.
So whatever your exhibition opportunity, cutedisplay.co.uk can
offer you not just a great-looking stand, but creative designs with a
commercial edge. We can provide a complete marketing solution for
your project, including pre-event promotions, stand design and show
activity'.1We'II not only design an attractive stand that grabs people's
attention
-
;- we'll also work with you to maximise your visitor numbers.
You'll get an exhibition stand solution that enhances your products and
services, impresses your customers and gives you that all-important
marketing advantage. With over 18 years' experience in exhibitions, we
know how to win you new business.

3 Read this reply to Marcel's email and choose the best word - A, B, C or D - for each gap.
-,- -
To:
Marcel Schaub
Subject: Stand at London Contemporary Design Show
Dear Mr Schaub
Thank you for your 1 ....... . . . ....... ... enquiry about a stand for the London Contemporary Design
Show next September. For your interest, I'm 2. . ... . . . .. .
some photos of stands we have
built to give you an 3 .... ... .... ... ... ... of the quality of our work.
There are a 4..
. ..... ofthingsweneedto5.... ...
.
... .. ... before we can give you a quotation.
We would be 6 ... ..... ..... ..... .. i f you could tell us:
• 7 . ... ..howmuchfloorspaceyourstandwill8...
• whether you 9 ...... ..
......... thestandtobeopenor closed
• how many shelves you would like for displaying products
• how many people you 10 ..
.
to accommodate on the stand at any one time,
11 .................... both staff and visitors.
If you would be so kind as to 12 ................. ... us with this information,
we will send you a 13 ............... ..... of draft designs for you to
14...... . ..
..... .. from, with quotations for 15 ...
. ...
.
of them.
Kind regards
James Steel
L_-
-------
1 A latest
B last
C new
D recent
2 A enclosing B attaching C joining
D fixing
3Aidea
B impression C opinion D understanding
4 A number
B range
C ch oice
D variety
5 A learn
B know
C discover D realise
6 A happy
B pleased
C grateful D delighted
7 A specifically B precisely C exactly
D definitely
8Atake
B hold
C employ
D occupy
9Ahope
B require
C necessitate D desire
10 A plan
B organise
C arrange D foresee
11 A including B involving C adding
D combining
12 A give
B send
C offer
D supply
13 A choice
B selection C collection D quantity
14 A decide
B ch oose
C opt
D determine
15Aany
B every
C both
D each
Writing 2
Work in pairs. Imagine you are Marcel and Ulrike . Look at the
photos on this page and decide which design you like best.
2 Decide what answers you should give to James Steel's email
(you can invent them) and write an email in reply.
Useful language
Replying to queries
�1
I
I
The options for w.cl1
9"-f' wUL no..ve similo..r
meo..ni.ngs. Choose l:ne
word, wnicli exo..ctly
mo..tcl1es l:ne meo..ni.ng
!:jO!.I. need,.
3 Now imagine you are Ulrike. Write a short memo to the sales
staff.
Thank you for your ......... (of ......... [date]).
• Inform them that the stand is being designed.
• Ask them what equipment they will need for the stand.
• Suggest they prepare graphics for the stand.
Use the memo on page 34 as a model.
Here are the answers to the questions you raised: ...
In answer to your questions, ...
With reference to . . .
Regarding . ..
A stand at a trade fair 37

Being persuasive
Getting started
1 Work in small groups.
I
Achie ving goals in business often depends on your
ability to persuade. How can these things make you
more persuasive?
• Looking good and dressing well
• Having good communication skills
• Being enthusiastic about what you do
• Knowing your job and your products well
• Understanding what other people need and how
they feel
• Getting on well with the people you are working
with
2 CD 1s Listen to Karl (K), Adam (A), Rob (R) and
Duncan (D) talking about what makes people
persuasive in business. Complete the chart by
ticking (.t) the things each of them mentions. One
thing is mentioned by more than one person.
To be persuasive in business, you
KAR
should:
1 be truthful.
2 be persistent.
.t
3 make sure your customers
like you.
4 pay attention to what your
V
customers are saying.
5 prepare your strategy
carefully.
\./
6 know your customers'
V
requirements.
7 treat customers with respect. \/
8 have confidence in your
product.
V
3 Work in small groups. Take turns to talk about
a time when you persuaded someone to do
something. What made you persuasive?
38 Being persuasive
D
v
Breaking the ice
Speaking
1 Work in pairs. Imagine you are meeting some
business people for the first time at a trade f,
Here are some things you can talk about to 'I
the ice'. What would you say in each case?
1 Say you like the stand. So t.hi,s i,s your st<
Very smAft.!
2 Ask about the other person's journey.
3 Say how nice the city is.
4 Ask the other person about their hotel.
5 Offer to show your products.
6 Say how busy the fair is.
7 Offer refreshments.
2 CD 1s Listen to a saleswoman talking to two b
at a trade fair. What do they say for situation:
Exercise 1?
3 Look at the transcript of the conversation (Tr
16) and underline the words and phrases whi
express positive feelings.
Example: Ni,ce t.o meet. you.
Role-play 1
Work in groups of four (Pair A + Pair B). Have
conversations from the moment Pair A arrive ,
the office.
Pair A
You are visiting a company in a town or city you
have not visited before. Think of two or three
pleasant things you can say to start building
a relationship with the people in the company
you are visiting. You can use the conversation in
Speaking Exercise 2 for ideas.
Pair&
You are working in a company. Think of two or
three pleasant things you can say to your visitors
to start building a relationship. You can use the
conversation in Speaking Exercise 2 for ideas.
------

Role-play 2
Work in pairs. You are going to play the roles
of buyers and sales reps at a trade fair. Each of
you should take one of the roles below.
Student A: You are a buyer for a chain of stores
visiting the stand.• Read and prepare
your role below. Then have the
conversation for Product 1 .
Student 8: You are a salesperson working on
a stand. Read and prepare your
role on page 40. Then have the
conversation for Product 1.
2 Change roles and talk about Product 2.
Student A: Buyer
Greet the salesperson, introduce yourselves,
etc. Then ask questions about the product
below, which you have seen on the stand, and
complete the information.
1 CorkPopsTM
Bottle opener
Insert a long needle through
the cork and into the bottle,
then press a button .. . POP!
Your bottle is opened. It's
simply the fastest, easiest way
to open a bottle!
One cartridge can open
1 .... ..... ..... ..... . bottles.
Wholesale price: 2 ..
Recommended retail price: 3 ... ..
Availability: 4 ...
2 The Battery Peeler
does all the work,
so your hands won't
ache.
Good news for arthritis
sufferers. Now you can
peel vegetables without worrying whether you
will have enough hand strength.
Details
Length: 1.
Blade can be cleaned 2 ..
Weight: 3 ...
Requires 4 ........
.
. ... batteries (not included)
Wholesale price: 5 ..
Recommended retail price: 6 ..
.:ljF,
The art of agreeing
Reading
1 Work in pairs. You are going to read extracts from
an article about negotiating.
• Read the statements below and underline the key
ideas.
• Discuss how you would express each underlined
idea using other words.
Negotiators are in a stronger position if it's not
essential for them to reach agreement.
Tri� 11a..ve more power i,f tl1� e,o.,n oJLow tne
negotia.tion to fo..U.
2 Negotiators can gain confidence in each other by
exchanging information.
3 Negotiators sh ould always be in control of their
feelings.
4 Negotiators sh ould try to acquire as much
information as possible in advance.
5 Negotiators should work out ways in which the
other party can be flexible.
6 Negotiators' main objective is not always financial
gain.
7 Negotiators' non-verbal behaviour will influence
the result.
8 The negotiator who makes the opening proposal
has an advantage.
2 Work in small groups. Which of the ideas in
Exercise 1 do you agree with? Why? I Why not?
Being persuasive 39

3 Which of these extracts (A-D) does each statement
in Exercise 1 (1-8) refer to?
A The better prepared you are with factual data before
heading into a negotiation, the more effective you
will be. After that, the most important requirement
is to identify the real needs and goals. Though the
most obviously stated need is money, it can be
a proxy for other physical or more refined needs
(shelter, reputation, self-esteem). In the case of
a vendor/client, people are often simply seeking
understanding and attention rather than money.
It is important to realise that your choice of words
and your body language will have an impact on
people and on the outcome of your negotiation.
Listen with an open mind and focus on receiving
and communicating with maximum clarity. While
you are continuing to receive factual data, with both
parties following the give-and-take principle, you
are building trust gradually. It is important to respect
each other to negotiate successfully.
Vocabulary
Find words or phrases in the extracts with these
meanings.
1 substitute or replacement for something else (extract A)
2 someone who is selling something (extract A)
3 powerful effect that something, especially something
new, has on a situation or person (extract B)
4 a result or effect of an action, situation, etc. (extract B)
Student B: Sales rep
(Role -play, page 39)
Greet the buyer, introduce yourselves, etc. Then
answer questions about the products.
1 CorkPopsTM
Bottle opener
Insert a long needle through the cork and
into the bottle, then press a button ...
POP! Your bottle is opened. It's simply
the fastest, easiest way to open a bottle!
One cartridge can open 60 to 80 bottles.
Wholesale price: €12
Recommended retail price: €19.99
Availability: immediately
40 Being persuasive
C
D
Spe
Find. where the sOJYle uLeo.. �s expressed.,
but clon't look: .for the SOJYle worcls.
You can negotiate well only if you have the ability to
walk away from an unfavourable agreement, and to do
Th"
this, you should create a credible alternative to fa ilure. A
m
successful salesperson, for instance, can negotiate the and �
best deals on his products if he has a potential back-up
Wh
customer. You should also factor in the fall-back options
er
for the other side. If you do this, it will be clear that the and t
final agreement will necessarily fall between the back-
up options of the parties concerned.
Take time to help your client understand what he stands
to gain from your offer. Listen carefully to make sure you
understand what he really wants. Also remember never
!:1°
to lose your cool or emotions. Your friends may accept
you as you are, but your clients could run scared. Try
List
and be the first to make an offer. It will help anchor the
client to your view, and the final agreement is more likely 1 Yo
to end closer to your proposal.
s
c�
(t
adapted from Business Today: The art of agreeing by Devashish ChakraviJ
5 include something when you are doing a calculation,
or when you are trying to understand something
(extract C)
co
p
co
HE
se
6 describes a plan or position which can be used if
other plans do not succeed or other things are not
available (extract C)
7 become angry or excited (extract D)
2 The Battery Peeler does all the work, so
your hands won't ache.
Good news for arthritis sufferers. Now you can
peel vegetables without worrying whether you will
have enough hand strength.
Details:
Length: 21 cm
Blade can be cleaned in
the dishwasher.
Weight: 85 g
Requires 2 AA batteries
(not included)
Wholesale price: €6
Recommended retail price: €9.95
1
2
3
4
5
6
2
an

rty
Speaking
Work in pairs. Prepare and make notes
for a short presentation on this subject.
What is important when negotiating
with a client?
Think about things such as prepa(ation
and strategy.
When you are ready, change partners
and take turns to give your talks.
To.sk up
Look oJ; !jOUY pa.rtner Nhen !JOU g�ve !JOUY
talk. !Ase !JOUr notes just to remixicl
Hourseif of Nl1o..t !JOU No..nt to s� . J
Listening
You are going to hear Helga (the
sales rep) negotiating a deal for
CorkPops with Jack and Susie
(the buyers). Before you listen,
complete these sentences by
putting the verbs in brackets in the
correct tense. Then decide whether
Helga or Jack/Susie will say each
sentence.
We've decided some of your
produc ts.
.
.
.
.
. ...
.
.
(can) interest us
if the terms were right.
2 Ifyou......
.
...
......
(take) 2,000, I'd take
back whatever you couldn't sell
after a year.
3 We.... .............. (accept) that if we can
agree on the other details.
4 If we bought the CorkPops at €12
each, we.
.
...
.
..
..
..(not make) any
profit.
I can agree to €10 per unit if you
.
..........
(buy) other products from
us as well.
6 We could go to €9.50 if you
..
. .....
.........
(give) us a discount of 5%
on sales of over 2,000.
2 (i) 11 Listen and check your
answers.
f) page 43 First and second conditionals
Writing
1 Without paying attention to the handwritten notes, complete
Helga's email to Jack by writing a preposition in each gap.
,--
Dear Jack
It was a pleasure to be able to do business 1 .. ltJi#'.l
you at the Kitchen Fair last week. Following our
discussions, I'm just writing to confirm the terms we
agreed 2 ...
....... theCorkPops.
-----r- no, 2.,000!
€9.50 each 4 .. ...
.... ... .. condition that we would take
We agreed to supply you 3 .. .... .... ..... .... . 3,000 units at
11
back any units you haven't sold after 12 months
s�x mont.ns
5 ........ .. ... .. ... . the price you paid 6 ..... .... ......... them� possiMe?
7 . .... .... .... .... . addition to this, we agreed to give you an
Cs� wn!:j)
extra 5% discount 8 .
.
.
.
.. ..
sales which exceed
2,000 units. However, after discussing things
9 .... ... . ... . .... . ... my manager, we could raise the discount to
10% provided you were prepared to pay 10 . .. .. .
allorders11 .................... cash.
We will dispatch this order to you as soon as we
receive your agreement 12 ........... ......... writing.
Kind regards
Helga
2 Read the email again and underline any words and phrases you
think would be useful when you reply.
3 Write a reply to Helga's email using all the handwritten notes.
Useful language
Referring to previous meetings and phone calls
It was a pleasure meeting you last
week. (formal}
It was great to meet you yesterday.
It was good to talk to you on the phone
this morning.
Speaking and writing
Thanks for your call.
In response to your call I Following our
phone conversation, .. .
1 Work in pairs. Your teacher will tell you whether you are buyers or
sales reps. You are going to negotiate a deal for the Battery Peeler.
Use the role cards from the Teacher's Resource Book that your
teacher will give you and negotiate a deal.
2 Write an email confirming the terms of your deal. Use Helga's email
above as a model.
Being persuasive 41

3 Last year, the numbers increased .. ..... . .. . .. .. . .
57,000
···· ···
, 140,000.
4 This year, they have decreased ..
. ....... .. 25,000.
2 Write four sentences of your own about the number
of exhibitors.
3 © Business English students often make mistakes
with prepositions when describing trends.
Complete these sentences by writing a preposition
in each gap.
Customer satisfaction increased by 11%
83% last year.
2 In February, sales enquiries peaked ..... ..... ...... .. 5 40 .
3 Last year, our profits increased ..
....... ....... .. 1 0% .
4 This market is estimated ..
. ...... ...... 20,000companies
in France and 80,000 in the rest of Europe.
5 We have reduced our complaints ................ ... 257
.... . .. ...........
230 thanks to the improvements.
6 We would like to increase our sales .. ...... ........ .. 13 % .
Formal requests
Formal requests often contain would in the main
clause and would or could in the if clause:
We would be most grateful/pleased if you would/could
send us the information as soon as possible.
We would appreciate it if you would/could participate
in our sur vey.
Other ways of making requests:
1 Can/Could you please ... ?
Could you please let us know what discount you are
prepared to offer?
1 Iwonder ifyou could ...
I wonder if you could phone him later today.
© . Business English students often make
mistakes making formal requests. Correct the
mistakes in each of these sentences.
WeAappreciate it if you could give us suggestions
about how we can improve our performance.
wouu::l
2 We would also appreciate it if you give us the
name of your technical representative.
3 We would appreciate it if you let me know your
final decision.
4 We would be very grateful if you can send us
detailed information about the course.
5 We are very pleased if you could tell us what the
price of a space at the exhibition is.
2 Write your own requests using the structure of the
items in Exercise 1.
First and second conditionals
First conditional
If/Unless + present tense, future tense I modal verb
(may, can, should, etc.) / imperative:
If you give us a higher discount, we'll buy more of the
products.
The first conditional is used to express a future
condition the speaker thinks is possible or likely.
Second conditional
If/Unless + past tense, would/could/might +
infinitive:
If the flight wasn't so long, I'd visit my customers more
often.
The second conditional is used to express a present or
future condition which is imaginary, contrary to the
facts, impossible or improbable.
Instead of if or unless, we can use on condition that,
provided (that), providing (that) or as long as to be
more emphatic:
Providing that you deliver the goods on time, we'll pay
the full price.
1 @ Business English students often make mistakes
with tenses in conditional sentences. Choose the
correct option in each of these sentences.
1 I can contact him directly if there are I were any
problems afterwards.
2 If you decide / decided to choose one of them,
please let me know.
3 If you require / required any further information,
please do not hesitate to contact me.
4 It would be better if we advertise / advertised
specifically in newspapers.
5 It would be much better if all extension numbers
contain / contained five digits.
6 We can offer a 10% discount if you book I booked
rooms with us for 18 months.
7 You say you require a minimum of six trainees,
but would it be OK if there are I were five?
2 Complete these sentences with your own ideas.
1 We will offer you a contract provided that .. .
2 I'd be happy to join your team if ...
3 If the offices weren't so far away, . . .
4 We'll give you a special price for the first six
months on condition that .. .
5 They should finish on time providing ...
6 Don't let anyone interrupt the meeting unless ...
7 I wouldn't accept a contract to work overseas
unless .. .
8 ... as long as I can trust him.
Grammar workshop 2 43

2 Use phrases you formed in Exercise 1 to complete this paragraph. Remember to put the
verb into the correct form.
n
Before you start a business or 1 ..... .. ... .... .... ., it's a good idea to 2 . . . . . . .............to see if anyone will buy
eh
J
1an
your product. If you don't have a lot of personal savings, it may be necessary to 3 ..
.......... This
may involve taking out a mortgage or some other form of loan from a bank, in which case you
will have to 4 ....
............... This will show how you plan to set up and run your business. When
you do this, you will have to for�cast sales and profits, because the bank will want to be sure
that you can 5 ..
.....
..
..... , as well as 6 ............. .......s uch as the cost of electricity or social security.
Reading
Work in pairs. You are going to read four extracts
about different ways of raising finance to start
a business. First read these statements. Which
statements give a) advice, and b) information?
As long as you can cover your debts, they are
not worried about your ability to make money.
2 Do not accept their money without signing a
for mal contract.
.--
·-
-· --· -=-1
3 Be ready to share information openly with them
in order to get funding.
4 They may lend money in order to create
employment.
5 They may lend money where other institutions
might be afraid to do so.
6 You may pay less interest if you borrow money
from them.
7 They will become owners or joint owners of the
business.
8 You must have property to guarantee the loan.
_
·-
--�1
2 Read these extracts (A-D).Which extract does each statement (1-8) in Exercise 1 refer to?
A
B
Banks like to use assets such as premises, motor
vehicles or equipment as collateral (or security)
against loans. Banks don't care whether or not
your business has great profit potential. They are
only interested in the business's ability to cover
the principal and interest payments.
If your friends and family express an interest in
helping you with your business financing, try
to persuade them in a professional way. Make a
presentation in exactly the same way as you would
to a bank. Don't be embarrassed to show financial
statements, tax returns or whatever else they want
to see. Do anything to get that money! You should
prepare a written agreement about any loans. If you
don't, bitter arguments will damage the relationship
eventually.
C
Venture capital is a general term to describe a range
of ordinary and preference shares where the investing
institution acquires a share in the business. Venture capital
is intended for higher risks such as start-up situations and
development capital for more mature investments. There
are over 100 different venture capital funds in the UK, and
some have geographical or industry preferences. There are
also certain large industrial companies which have funds
available to invest in growing businesses; this 'corporate
venturing' is an additional source of equity finance.
'tovernment, local auth orities and local
development agencies are the major sources of
grants and soft loans. Grants are normally made
to facilitate the purchase of assets and either the
generation of jobs or the training of employees.
Soft loans are normally subsidised by a third party
so that the terms of interest and security levels are
less than the market rate.
Financing a start-up 49

52
Expanding into Europe
Getting started
1 Work in pairs. Read this
email which Charles Langley,
BioBok's CEO, sent to Alicia
Flores, BioBok's Operations
Manager in Europe, and
discuss the questions below.
1 What extra information does
Alicia need about BioBok's
plans before she starts
investigating?
2 What factors are important
when choosing a location for
a new operation?
2 Change partners and take turns
to present the ideas you have
just discussed.
A new location in Europe
Listening
1 Work in pairs. Discuss what sort of
information you will need to complete
these notes.
(
\..l
New £1.(rope.o..n venwre
• ln�tio..L �nvestment of ZARZ
.
1mm
lo...boro...tor�s, 1 . ... ... .... ... ... ...
o...nd, offi,c,es.
• Sto...ff of ten, posswl!:l r�s�ng to
z.
• Sto...ff to be recrtA�W from other
3 ...
.
..............
o...n<i lowl!:j.
• Rec.rtA�t 4 ......... ......... . .
for neN opero...twn
�nterno.Ll!:j.
• Check for o...v��!:l of 5
2 0)21 Listen to Alicia phoning Charles
and complete her notes in Exercise 1
with one or two words or a number in
each gap.
Expanding into Europe
d
To:
Alicia Flores, Operations Manager, Europe
From:
Charles Langley, CEO, Cape Town
cc:
Subject: Extending our European operations
Dear Alicia,
Following recent discussions with divisional heads, the board has
taken the decision to open an R&D facility in Europe. We are
interested in two locations where ground-breaking biotech work
is taking place, one in Switzerland and the other in Germany.
For obvious reasons, we would like the facility to be close to a
major international airport. Please investigate and write a brief
proposal for the board recommending which location we should
choose and suggesting our next course of action.
I look forward to hearing from you by the end of next week.
Charles Langley
CEO
BioBok Cape Town
Reading
1 Alicia has narrowed down the choice of
locations for BioBok's European office To..sk tip
to two options. Read the information on Look a.t pref>OSW.Ons <A..n<i
page 53 from Heidelberg Technology
other Nord,s before M<i
Park's website, which is Alicia's first
o...fter the go...p to help !:lW
option, and choose the best word - A,
cl1oose the ri9ht Nord, .
B,CorD-tofilleachgap.
1 A forms
B consists
C makes
D sets
2 A place
B area
C space
D room
3 A place
B area
C space
D room
4A creation
B origin
C building
D start
5 A grown
B risen
C enlarged
D. widened
6 A pushing
B making
C forcing
D giving
7A help
B backing
C aid
D . support
8 A nearly
B strongly
C closely
D narrowly
9 A possibility B opportunity C option
D occasion
10Away
B method
C means
D mode
11 A optional
B possible
C accessible D available
12 A brings
B attracts
C pulls
D gains
13 A pleased
B delighted
C glad
D happy
14A same
B alike
C similar
D both
15 A arrival
B journey
C reach
D trip

Grammar workshop
Can and could
@ Business English students often make mistakes with can and could. Choose the correct
options (1-6) in the paragraphs on page 58.
f) page 61 Can and could
Presenting your business idea
You have an idea for a new business start-up,
but you need to raise finance in order to make
your dream a reality (it might be one of the ideas
in the photos). One possibility is to get financial
sup p ort from an 'angel investor' - a private
investor who specialises in putting money into
new enterprises.
A group of angels is meeting at a hotel in your
area to listen to presentations from would-be
entrepreneurs like yourselves.
Work in pairs. Your job is to prepare a
presentation, rehearse it and give it to the
angels. Use one of the ideas in the photos if
1s.
you want to. Otherwise use your own idea.
u
Decide what your business idea is, i.e. what
kind of company you want to start up, your
product, the size of the company to start
with, your location and the premises you
need.
1ye
lS
J
·e
lS.
ght
,er
,a
2 Imagine you have carried out some market
rese arch and invent some results to present
to the investors.
3 Decide how much money you need from
your investors. Invent a few financial details,
such as your sales and profit forecasts, your
projected return on investment, etc.
4 Prep are the presentation which you are
going to give together. Write notes to work
from. Decide which of you is going to give
each part of the presentation.
5 Rehearse your presentation together.
6 Imagine that the other members of your
class are the angel investors. Give your
presentation to them.
7 While you are listening to other people's
presentations, think of one or two questions
you would like to ask them at the end.
Prese nting your business idea 59

Units 9-12
Prepositions in time clauses
We use at for
• exact moments of time: He phoned at four o'clock.
• the beginning/end: We'll pay you at the beginning
of next month.
We use in for
• parts of the day: The meeting is in the afternoon.
• months and years: in April, in 2013
• part of a period of time: We haven't had a single
visit from head office in the last three years.
We use on for days/dates:
We signed the contract on Monday, July 22nd.
We use for
• + a number of hours/days/years, etc. to say how
long something has been happening:
He's been in the meeting for three hours.
• to say what time something is needed:
Can you arrange the meeting for 3.30?
We use dur ing to say a period of time when something
happens, but not how long (for this we use for):
Please switch off your mobile phones during the
meeting.
We use since + a time in the past to say when
something started which is still happening now:
Kurt has been on the phone since nine o'clock this
morning.
We use from ... to for the beginning and end of a
period of time:
Aziz worked for us from 2008 to 2011.
We use until to say 'up to that time':
I'll be in the office until six o'clock.
We use by to say when something must be completed:
The goods must arrive by 13th August.
1 Complete these sentences by writing a preposition
in each gap. In some cases, more than one answer
is possible.
1 Could you book a table at the restaurant ..
eight o'clock this evening?
2 Francine has been working on the report non-stop
.
..
. the last three days.
3 I'llbeout oftheoffice ... .......... ....... Friday morning.
60 Grammar workshop 3
4 They managed to complete the contract ..
just under three months.
5 Wegotthroughall our work.....
..
.
.
..
the morning
and went out to lunch ........... ...... . 1 .30 .
6 We've had offices in Warsaw .. ................ 1987.
7 You must leave your desk tidy .. .. . .
.
... theend of
each working day.
8 The meeting will last ......... .. . ..... . e xactly two hours,
..... .............. ten.................... 12.
9 I can stay in the meeting..
.
..
.. 3.30,butthen I
have to go and meet a client.
10 Applications for the post must be submitted
.. .. ... . December 31st at the latest.
11 Brunofinished writing theproposal .......... .. ..... his
summer holiday, so his family were not pleased.
12 We've organised the tour of the factory ..
three o'clock.
2 (i) Business English students often make mistakes
with prepositions in time phrases. Find and correct
the mistake in each of these sentences.
1 Could you please give me this information until
Monday at the latest?
2 For the last two years, she has only taken sick leave
once.
3 I'm afraid we can't manage it because we are
holding a conference at that day.
4 Our company has been using their ser vice since
many years.
5 Susan worked for us since 2001 to 2012 as a sales
representative.
6 The meeting was originally scheduled on 1st June.
Linking ideas
To contrast two ideas, we can use although, even
though, however and on the other hand.
• Although and even though join two sentences. They
can be placed at the beginning of a sentence with
a comma [,] or in the middle of a sentence without
a comma:
Although he left school at 16, he was a millionaire
by the age of 30.
She left the company even though they had offered
her a managerial post.
Even though expresses a stronger contra9t than
although.

Speaking
Work in pairs. This year, your company has decided
to send a small number of staff to an international
conference for your industry being held in
Guangzhou, China. You have been asked to make
recommendations.
Discuss the situation and decide:
1 how staff should be selected to go to this conference
2 what sort of follow-up there should be when the staff
return.
Q(..(i.cJd� trli.nk of some sued.ion
cri.teri.a.. a.ncL some i.a.M.s . for foU.Ow
(..(p before !,lO(..( sto.rl spe.o.ki.ng.
Networking at a conference
Listening
1 Match each of the phrases (1-8) with one of the
functions (a-h).
1 He's a great manager, isn't he? Really gets things
moving.
2 How about having lunch together the next time
you're in Zurich?
3 I thought it was very persuasive. I wish we'd had
the same idea ourselves.
4 It's unfortunate. You see, what happened was
this ...
5 Look, if you like, I could drop her an email and ...
6 No, we'd be really happy if you people did it for us.
Would it interest you?
7 Great to meet you at last. I've heard about you
from various friends, so this really is a stroke
of luck.
8 You know, if I were you I'd try B&H. They're really
the best people for this sort of thing.
a Arranging to meet
b Congratulating someone
c Explaining a problem
d Offering a contract
e Offering to contact someone
f Recommending an organisation
g Talking about a colleague
h Greeting someone
68 Business conferences
.
:I;';·.·, i- \•! 'l
2 0)21 You are going to hear five short conversations
in which people are networking during a break at
a conference. Listen and, for each conversation,
decide what the main speaker is doing. Choose
from the options (a-h) in Exercise 1. (Note: the
speakers will not use exactly the same phrases as
those in Exercise 1.)
Conversation 1: . .
Conversation 2: ..
Conversation 3: ..
Conversation 4: . .
Conversation 5: ..
3 Look at the transcript of the conversations (Track
27) and underline the phrases which gave you the
answers.
Role-play
Work in pairs. You are at
a conference. You have
never met before, but you
have a mutual business
friend, Patrick Wu. Before
you start speaking, study
your role and think about
some of the things you
can say.
Student A
• Introduce yourself.
• Say how you know Patrick Wu (you used to
work together).
• Ask Student B how he/she knows Patrick.
• Tell Student B you are interested in talking
to someone who can find places for your
company to advertise on the Internet.
• Respond to Student B's suggestions.
Student B
• When Student A introduces him/herself, say
you've heard about him/her from Patrick Wu.
• Say how you know Patrick Wu (one of your
best customers).
• Ask if Student A is enjoying the conference.
• You have a lot of contacts in the advertising
industry, and one of your specialities is web­
based advertising.
• Suggest a meeting somewhere else at another
time to organise !he advertising.

A destination management company (DMC)
Listening
Work in pairs. You are going to hear Charlotte Weston talking about the company
she works for, Pacific World. Before you listen, discuss this question.
What are the advantages for an organisation of employing a specialist company to
organise their travel for them?
2 ©2a Listen and choose the correct answer - A, B or C - for each question.
What does Pacific World do?
A It sells package holidays.
4 Why are DMCs essential for organising conferences in
China?
B It organises journeys to specific
destinations.
C It prepares the trip at the destination.
2 Event-management agencies use DMCs
because they
A employ more creative staff.
B know the area better.
C can re duce costs.
3 Who are typical clients for Pacific World?
A marketing agencies
B ph armaceutical companies
C IT companies
Speaking
Work in pairs. Discuss these questions.
A They can handle phone calls and correspondence.
B They know how to do business there.
C They speak Chinese.
5 Why is Shanghai a good place to hold a large conference?
A It is more fashionable than Hong Kong.
B It offers competitive rates.
C It has suitable venues.
6 The finance company has chosen Shanghai for their
conference in order to
A motivate their staff.
B develop their business in China.
C teach staff about Chinese finance.
What factors are important when choosing a conference destination?
You can consider:
• the conference centre
• the atmosphere of the destination
• hotels
• accessibility, etc.
2 Which places in the world would you most like to go to for a conference?
2 Work in small groups. Your company has decided to hold a two-day conference for people from
your company, and you have been asked to help plan it. Discuss the situation together and decide:
• what kinds of activities should be organised for the main part of the conference
• what entertainment could also be provided
• where the conference should be held.
Business conferences 69

Spending the sales budget
Getting started
Work in small groups.
I In a non-retail business,
which of the following
do you think are more
important for sales staff?
Why?
a visiting existing
customers or potential
customers?
b the right personality,
expert knowledge, or
good sales techniques?
2 What sales techniques do
you know about which are
particularly effec tive?
Spanish sales
Listening
/-�- -
�-
As far as I'm concerned, . ..
, Personally, I think ...
I feel quite strongly that . ..
In my view, ...
There's no doubt in my mind that ...
1 Work in pairs. You are going to hear Adam Evans, a promotions
manager, talking about sales in Spain. Before you listen, look at these
notes and decide what type of information you need for each gap.
2 001 Listen and complete the notes with one word or a number.
3 001 Listen again. Which do you think is Adam's priority: visiting
existing customers or potential new customers? Why?
74 Spending the sales budget
• The. k� to sua,essftAl sctle.s is
1
• £o...ch me.mbe.r of his !;eQ.,ft1
compe.tes with o..pprox�o..tel!::I
2..
. .... ..
othe.r sctles reps.
• The sctle.s re.ps d.,e.c.ule how to
o...ch�ve. thcir sctles i..n
3
• The.!::! mo..ke. o., i ...............
.
....
of
wstome.rs o.nd., centres to visit.
• The. re
.
ps' knowle.Glge. of thcir
5. ....
.
.
ctllows the.m to buM
o.,be
.
tter wstomer �
• Reps visit wstome.rs 7 . ..
to S ......... ..... ..... .
times o., !::le.o.r .
• The.l;eQ.,ft1isltl>le.tocompe.teon
!1.
......... ........
ro.the.r tho.n numbers.

2 @ Business English students often make mistakes
with v�rb-noun collocations. Choose the correct
option in italics in each of these sentences.
Would it be possible for your trainers to take/ run
both the courses for our staff on the same day?
2 We cannot hold/ do a meeting on this date, as
we'll be at a trade fair.
3 If we make/ place an order this month, we will be
given an early settlement discount of 20 % .
4 Some modifications must be made/ done to the
network.
5 This report is on the recent customer survey
conducted/ made at our store.
6 Wehaveto do/ makethesecutsdueto our
financial situation.
7 The deadline for making/ giving suggestions is
next Friday.
Sasha,
3 Match the verbs (1-12) with the nouns (a-d) to form
more common business collocations. You can use
more than one verb with each noun.
1 arrange
�a a deadline
2 attend
b a survey / research
3 carry out
c changes
4 conduct
d a meeting
5do
6 hold
7 implement
8 make
9 meet
10 miss
11 schedule
12 set
4 Complete this email from a
manager to her assistant by
writing a verb in each gap to
form a verb-noun collocation.
In some cases, more than one
answer is possible.
Last month, we decided we needed to 1 ........... ......... so me changes to the way
we communicate with customers, and I commissioned a consultant, Felicity
Bannerman, to 2 ... . ..... .... ... so me research into how we could use social media.
5 Imagine you are Sasha. Write a
short email to managers.
We have now received the results of her research and we need to 3 ............... ... . a
meeting with heads of departments to decide how we are going to 4 .... . .......... . the
changes she suggests and 5 . .... ... .... ..... .. deadlines for completing them.
• Explain the reason for the
meeting.
Can you please 6 .. ......... ........ the meeting for later this week and make sure that as
many managers as possible can 7 ..
............... . it?
• Say where it will take place.
Thanks
• Ask them to suggest a time.
Petra
Some ways of using social media
Reading
Work in small groups. You are going to read extracts from an article about social media in
business. Before you read, look at the words and phrases in bold in these issues and think
of synonyms for each of them.
I The importance of admitting errors
2 Using social media to ensure staff work towards the same ends
3 The effectiveness of word of mouth on the Web
4 The need to combine your knowledge of your clients with your company's goals
5 The need to use a range of training techniques
6 A description of persuasive people outside the company
7 The need to pay attention to current conversations in the social media
8 Employing social media across all departments of the company
Social media and business 81

3 Choose the correct option - A, B, C or D - for each
of these questions.
1 According to Michele Hanson-O'Reggio, small­
business owners should outsource because they:
A can concentrate on their areas of expertise.
B cannot manage routine business functions.
C will be surprised how muGh money they save.
D will have more money available to invest.
2 According to Mark Loschiavo, how much more do
employees cost in addition to their salary?
A about a quarter more
B about a third more
C almost 50 per cent more
D almost 100 per cent more
3 According to David Walsh, small businesses
should outsource executive posts because they:
A will find more highly qualified people.
B can employ people in different places.
C have to meet fewer legal requirements.
D can pay people for fewer hours.
To.sk tip
!Anc:leri.ine trie word.,s i.l, trle o.rli.de whidl gi.>re
yol,\ trle o..nswers: tri�s will help yol,\ to confirm
tho..t yol,\ ho..ve cl1osen trle correct option.
might mean a bi-weekly teleconference with an attorney you couldn't
possibly afford to hire full-time."
Experts say the CFO position is especially ripe for outsourcing,
as many entrepreneurs don't feel comfortable handling high-level
financials on their own. Paul R. Shackford, founder ofB2B CFO, which
provides CFO services to businesses nationwide, says entrepreneurs
often come to his firm when they find they can't answer banks'
questions about issues such as cashflow projections. Shackford says
outsourcing a CFO position can save an entrepreneur 20per cent to
30 per cent compared with a full-time employee.
Cost savings vary greatly from one small business to another.
For example,Business Network Consulting, an IT consulting firm,
calculates that a company with ten employees that needs a "modest
amount" of IT help and has a single one-year-old server could save
more than $6,000 annually by outsourcing IT functions. " Your
potential cost savings are totally tied to the type of industry you're in
and the complexity of what you're trying to do," s ays Joe Kelly, CEO
o!BNC. "I f you're a 100-user company that only needs file sharing
and email, you may have the same costs as a ten-person company
that offers financial advice and needs a redundant site and a lot of
suppart."
Ad vances in technology make it easy for even small businesses
to connect with offshore programers, and they're likely to realize
cost savings by doing so, says Steve Mezak, CEO of Accelerance,
which connects small companies with teams of contract programers
worldwide.But Mezak says offshore contractors may require more
time to manage thanks to differences in time zones, language, and
culture.
adapted from Entrepreneur Magazine
4 According to Paul R. Shackford, companies use his
services when they:
A need to reduce their overheads.
B lack the necessary expertise.
C wish to operate throughout the country.
D cannot find a full-time member of staff.
5 What does Joe Kelly say about outsourcing IT?
A There are more benefits for small companies
than large companies.
B The more complicated the activities, the greater
the savings.
C The newer the equipment, the greater the need
to outsource.
D There may be security problems for some
companies.
6 What does Steve Mezak say about offshoring?
A It is not a viable option for small businesses.
B Offshoring is cheaper than outsourcing in the
same country.
C Extra problems may arise when dealing with
offshore contractors.
D Small businesses need help finding the right
contractors.
Speaking
1 Work in pairs. You have been asked to give a talk at
a business seminar on this subject:
What is important when deciding what business
activities to outsource?
Work together and make notes for your talk. You
can look at the article you have just read for ideas
and vocabulary.
2 Change partners and take turns to give your talks.
Useful language
Starting a talk
I'm going to talk about ...
I'm going to start my talk by saying I telling you about ...
The fi rst thing I want to say is ...
Let me start off by saying . ..
There are three main points I want to make. First, .. .
Useful language
Rounding off a talk
In conclusion I Finally, I 'd like to say ...
As a final point, .. .
I'd like to round off by saying ...
Thank you.
Offshoring and outsourcing 93

be yourself v phr (CD1 T6) to behave
in your usual manner, rather than
behaving in a way you think other
people might like
brand n (17) the name of a product
produced or sold by a particular
company, or what the characteristics,
appearance, etc. a person, organisation,
product, etc. is known for
colleague n (18) a person that you work with
compile documents v phr (18) to collect
information from papers with written
or printed information, especially of an
of ficial type, and arrange it in a book,
report or list
embarrassment n (CDI TS) when you feel
nervous, worried or uncomfortable
emphasise v (CD1 TS) to show or state that
something is very important or worth
giving attention to
file v (CD1 TS) to store information or
documents carefully so that they are
easy to find, either in a place such as a
folder or desk, or on a computer
follow up phr v (CDI TS) to do something
to finish a previous action or make it
more successful
get a complete picture (of) v phr (CDI TS)
to understand someone or something
better
go straight in the bin v phr (CD1 TS)
to immediately put something into
a container for waste, or refuse to
consider something
image n (CDI T6) the way that something
or someone is thought of by other
people
initiate v (18) to begin something
innovate v (16) to develop a new design,
product, idea, etc.
inspire v (17) to make someone feel that
they want to do something and can do it
intellectually stimulating adj phr
(16) encouraging you to think and
understand new and complicated ideas
interact v (17) to communicate with
someone
internship n (18) a period of time during
which a student works for a company or
organisation in order to get experience
of a particular type of work
intimidate v (16) to frighten or threaten
someone, usually in order to persuade
them to do something that you want
them to do
logo n (17) a design or symbol displayed
on a company's products, vehicles,
signs, etc. that expresses the company's
character and purpose and makes it
easy for customers to recognize and
remember the company
mobile technology n phr (16) the use
of scientific knowledge or processes
relating to phones or computers used
while travelling from place to place,
without being connected by wires
packaging n (17) the materials in which
objects are wrapped before being sold
126 Word lists
prospective employer n phr (CDI TS)
a person or organisation that might
employ you in the future
referee n (17) a person who knows you and
who is willing to describe your character
and abilities in order to support you
when you are trying to get a job, etc.
speak out freely v phr (17) to give your
opinion about something without being
controlled or limited, especially on a
subject which you have strong feelings
about
stay on one's toes v phr (16) to continue
directing all your attention and energy
to what you are doing
wisdom n (CDI TS) the ability to use your
knowledge and experience to make
good decisions and judgments
workplace n (16) a building or room where
people perform their jobs, or these
places generally
UNIT4
account for v phr (CDI T7) to form the total
of something
attitude n (CDI T7) a feeling or opinion
about something, especially when this
shows in your behaviour
body language n phr (20) body movements
that show someone's thoughts and
feelings
carry out research v phr (23) to do or
complete a detailed study of a subject,
especially in order to discover (new)
information
charge v (CDI TB) to ask for a particular
amount of money for something,
especially a service or activity
check availability v phr (CD1 TB) to find
out if something is able to be bought,
used or reached
critical adj (23) extremely important to the
progress or success of something
crucial adj (CDI T7) extremely important
or necessary
dress formally v phr (20) to wear a serious
type of clothes
drive v (CD1 T7) to cause or influence
something
finalise v (CD1 T9) to make a final and
certain decision about a plan, date, etc.
form an impression (of sthg/sb) v phr
(CD1 T7) to get an idea or opinion of
what something is like
full-time adj (CDI T9) for all the hours of
the week that people normally work, not
just for some of them
get sthg up on the screen v phr (CD1 T9) to
make something able to be seen or read
on a computer system
hold on phr v (21) to wait while someone
else does something, especially when
you are using the phone
incoming phone call n phr (23) when
someone uses the ph one to call you
instinctive adj (CDI T7) Instinctive
behaviour or reactions are not thought
about, planned or developed by training.
intended recipient n phr (23) the person
who is meant to receive something
part-time adj (CD1 T9) for only some of the
hours of the week that people normally
work, not all of them
progress report n phr (23) a description of
an event or situation that explains how
much progress is being made
rate n (CD1 TB) an amount of money that is
charged or paid for a particular service
reinforce v (23) to make an idea or belief
stronger
UNITS
affordable pricing n phr (29) when a
company offers goods that are not
expensive
app developer n phr (29) someone whose
job is to create computer programs
designed for particular purposes
appeal to v phr (27) to interest or attract
someone
brand ambassador n phr (29) a manager
who is responsible for creating and
developing a brand and encouraging
support for it, both inside and outside a
company
capitalise on v phr (27) to use a situation to
your own advantage
competitor n (29) a person, product,
company, etc. that is trying to compete
with others, for example, by trying to
make bigger sales in a particular market
cross over phr v (29) the process or result
of changing from one activity or style to
another
customer loyalty n phr (CDI TIO) the
fact of a customer buying products or
services from the same company over a
long period of time
emerging market n phr (29) a part of
the world which is beginning to have
economic power or success and where
something might be sold
overheads pl n (CD1 TIO) the regular
and necessary costs, such as rent and
heating, that are involved in operating
a business
pay a premium v phr (CDI TIO) to give a
larger amount of money than usual for
something
premium price segment n phr (29) a part
into which the economy or a company's
business can be divided which involves
charging or paying high prices for
something
price ladder n phr (29) a way of referring
to a series of several different prices to
choose from, depending on the quality
of the product
print ad n phr (27) an advertisement that
• appears in a newspaper or magazine,
rather than on television, radio or the
Internet
property consultant n phr (29) someone
who is paid to give expert advice or
training on buildings and land, considered
as things to be bought and sold

publicity n (27) the activity of making
certain that someone or something
attracts a lcit of interest or attention from
many people, or the attention received
as a result of this activity
supplier n (CDl TIO) a company that
provides a product, or the materials to
make a product
target v (29) to direct something, especially
advertising or a product, at a particurar
group of people or a particular area
viral video n phr (29) an electronic
recording of moving images which very
quickly spreads or becomes popular
through communication from one
person to another, especially on the
Internet
watchword n (29) (a word or phrase which
represents) the main ideas or principles
directing the way that someone behaves
or the way that something is done
UNIT&
a year in development n phr (CDl Tl1)
the period of 12 months during which
something such as a new product or
service is created
approach v (CDl Tll) to speak to, write to
or visit another person or group in order
to do something such as make a request
or business agreement
big player n phr (CDl Tl3) someone who
has a lot of influence in an activity or
organisation
break down phr v (CDl TlI) If a system,
relationship or discussion breaks down,
it fails because there is a problem or
disagreement.
budget allocation n phr (32) a plan that
sh ows the amount of money that an
organisation is allowed to spend on
particular things
generic adj (CD1 Tll) shared by, typical of,
or relating to a whole group of similar
things, rather than to any particular
thing
market research n phr (30) the collection
and study of information about what
people prefer to buy, how they react to
advertising, and what other businesses
in the same industry are doing
marketing spend n phr (CDl Tl3) the
amount of money that is spent on
encouraging people to buy a product or
service
pack v (31) to put something into a
container
pitch v (CDl TI 1) to try to persuade
someone to buy your products/services
or choose you to do some work for them
raise awareness v phr (CDl Tl3) to make
people realise that something exists
raise finance v phr (31) to manage to get
money to invest in a business, project,
property, etc.
range n (30) a number of similar things
considered as a group
retail customer n phr (31) a person who
buys goods, rather than a store or other
business
set up a production facility v phr (31) to
arrange a new building or area where
goods will be made
strategy n (CDl Tl3) the way in which
a business, government, or other
organisation carefully plans its actions
over a period of time to improve its
position and achieve what it wants
supply chain n phr (CDl Tll) the system
of people and organisations that are
involved in getting a product from the
place where it is made to customers
transform the business v phr (31) to
change completely the character of a
particular company in order to improve
it
turning point n phr (CDl Tll) a time
when a situation starts to change in an
important way
upmarket adj (CD1 T11) used to describe
products and services that are of a high
quality compared to others
UNIT7
commercial edge n phr (36) an advantage
over the people or businesses who are
competing with you
control costs n phr (36) to limit the amount
of money that has to be spent in order to
buy, do or make something
custom-built adj (36) If something is
custom-built, it is specially made for a
particular buyer.
customised solution n phr (36) used to
describe something that has been made
to solve a customer's particular needs
enhance v (36) to improve the quality,
amount or value of something
exhibit v (35) to show something publicly
in a place such as a museum or trade
show
fee n (CDl T14) an amount of money paid
for a particular piece of work or for a
particular right or service
for hire adj phr (36) something that can be
used temporarily in exchange for money
give you an edge over your competition
v phr (36) to give you an advantage
over the people or businesses who are
competing with you in a particular
market
guarantee v (CD1 T14) to promise that
something will happen or is true
huge stock n phr (36) a large amount of
goods that a store or business has for
sale
install v (36) to put furniture, a machine,
or a piece of equipment into position
and make it ready to use
keen price n phr (36) If prices are keen,
they are lower and offer more value
than others.
legal requirement n phr (CDl T14) a
rule in law about something that it is
necessary to have or to do
liaise v (36) to work with someone in order
to exchange information with them
make an impact v phr (36) to have a
powerful effect on someone or something
man the stand v phr (34) to work at a table
or structure where someone can sell or
advertise their products or services
marketing advantage n phr (36) an
advantage over the people or businesses
who are competing with you
marketing solution n phr (36) a way of
finding out what customers want, using
that information to design products and
services, and selling them effectively
maximise visitor numbers v phr (36) to
make the amount of people who visit as
big as possible
monitor v (36) to watch a situation
carefully for a period of time in order to
discover something about it
mount v (36) to fix something on a wall,
in a frame, etc. so that it can be viewed
or used
on a first-come-first-served basis adv phr
(CD1 T14) used to mean that people will
receive something or be dealt with in
the order in which they ask or arrive
project management n phr (36) the activity
of organising and controlling a project
ready-made equipment n phr (36) the
machinery, tools, etc. that you need to
do a job in a finished form and available
to use immediately
registration n (35) when a name or
information is recorded on an official list
sales technique n phr (35) the ability to
persuade people to buy a company's
products or services
trade event n phr (36) a large event at
which companies show and sell their
products and try to increase their
business
win new business v phr (36) to succeed
in getting more people or companies to
buy your goods or services
UNITS
acquire v (38) to get something
anchor v (40) to make something or
someone stay in one position
blag v (CDl T15) to manage to obtain
something by using persuasion
financial gain n phr (39) with the purpose
or aim of making money, rather than for
any other reason
give a discount v phr (CDl T17) to offer a
reduction in the usual price of a product
or service
give and taken phr (40) willingness to
accept suggestions from another person
and give up some of your own
give up on the first reversal v phr (CD1
Tl5) to stop doing something because
of the first problem or failure in the
process
identify needs v phr (40) to find and be
able to describe something that you
must have to achieve a particular thing
Word lists 127

know their limits v phr (CDl Tl5) If
someone knows their limits, they
are aware of the greatest amount of
something that is possible for them to
do.
make a profit v phr (CDl Tl7) to earn
money in trade or business, especially
after paying the costs of producing and
selling goods and services
novelty value n phr (CDl Tl7) interesting
because it has not been experienced
before
opening proposal n phr (39) a formal
suggestion, plan, or idea that comes
near the beginning of something
persistent adj (38) Someone who is
persistent continues doing something or
tries to do something in a determined
way.
place a repeat order v phr (CDl Tl7) to
order the same thing that you have
ordered before
pushy adj (CDl Tl5) behaving in an
unpleasant way by trying too much to
get something or to make someone do
something
trustworthy adj (CDl Tl5) able to be
trusted
UNIT9
achieve an ambition v phr (44) to
successfully do something you wanted
to do, especially after a lot of effort
buy into a franchise v phr (44) to pay
money for the right for your business to
sell the products and services of another
company
cash infusion n phr (45) when money is
added to a business to make it stronger
or better
close down phr v (44) If a business or
organisation closes down or someone
closes it down, it stops operating.
cope with phr v (45) to deal successfully
with a difficult situation
credit facilities n phr (47) arrangements for
paying for goods or services at a later
time, usually paying interest as well as
the original amount
economic trend n phr (45) a general
development relating to trade, industry,
and money
entrepreneur n (CDl Tl8) someone who
makes money by starting their own
business, especially when this involves
seeing a new opportunity and taking
risks
exploit a gap in the market v phr (44) to
use the opportunity to sell a product or
service because a need or demand for it
exists but no one is supplying it
from strength to strength adv phr
(CDl Tl8) gradually becoming more
successful
international presence n phr (45) when
someone or something is known in
more than one country
128 Word lists
lay out guidelines v phr (45) to give
information intended to advise people
on how something should be done in a
clear and detailed way
lose one's head v phr (45) to lose control
and not act in a calm way
make redundant v phr (44) If you are made
redundant, you lose your job because
your employer no longer needs you.
new venture n phr (45) a new business
activity
outlet n (44) a store that sells a particular
company's products or products of a
specifie type
premises pl n (47) the buildings and land
owned or used by someone, especially
by a company or organisation
replicate the core concept v phr (45) to
make or do the most important part of
a business's idea again in exactly the
same way
revenue stream n phr (45) the money
coming into a company from a
particular activity over a period of time,
or the activity itself
roll out phr v (45) to make a new product,
service, or system available for the first
time
sign a contract v phr (45) to write your
name on a legal document that states
and explains a formal agreement
between two different people or groups
social status n phr (44) the level or
position of someone in relation to others
in society
survey n (45) an examination of people's
opinions, behaviour, etc. made, for
example, by asking them questions
take charge of v phr (CDl Tl8) to take
control of something or of a group of
people
take the plunge v phr (CDl Tl8) to make
a decision to do something, especially
after thinking about it for a long time
tight lending market n phr (45) when the
activity of lending money to people and
organisations which they pay back with
interest is controlled very carefully
time-consuming adj (45) taking a lot of
time to do or complete
tone down phr v (45) to make something
less forceful or offensive, usually a piece
of writing or a speech
wealthy adj (45) rich
UNIT 10
build up a business v phr (CDl T20) to
increase the activity of buying and
selling goods and services in quantity
and make it stronger
business plan n phr (CDl Tl9) a detailed
document describing the future plans of
a business
cold-call v (CDI Tl9) to phone or visit a
possible customer to try to sell them a
product or service without being asked
by the customer to do so
competitive rate n phr (CDl Tl9) an
amount or level of payment that is as
good as or better than other amounts or
levels of payment
consolidated shipments n phr (CDl T20)
combinations of large amounts of goods
sent together to a place
create employment v phr (49) to make jobs
exist
currency n (CDl T20) the system of money
that is used in a particular country at a
particular time
debt n (49) the amount of money that is
owed by a person, company, country,
etc. and that they usually have to pay
interest on
delivery on time n phr (CDl T20) the act
of taking goods, letters, parcels, etc. to
a place, done when it should be and is
not late
distributor n (CDl T20) a person or
company that buys products from a
manufacturer and sells them for a profit
to other businesses, stores or customers,
often by transporting the goods to
different places
encroach v (CDl T20) to gradually cover
more and more of an area
freight company n phr (CDl T20) a
business that transports goods by ship,
aircraft, train or truck
go about phr v (CDl Tl9) to begin to do
something or deal with something
guarantee the loan v phr (49) If you
guarantee someone's loan, you formally
promise to accept the responsibility for
paying the money back if the person
fails to pay it.
invoice n (CDl T20) a document that lists
things provided or work done, gives
their cost, and asks for payment
joint owners n phr (49) two or more people
who own something
market sector n phr (CDl T20) a part of
an industry or a group of customers,
products, etc. that are similar in some way
meet monthly repayments v phr (CDl Tl9)
to have enough money to pay amounts
you owe every month
partnership n (48) an agreement between
organisations, people, etc. to work
together
principal payment n phr (49) a payment
made to pay back all or part of a loan,
rather than to pay interest on the loan
profit potential n phr (49) something that
is able to develop into earning money
in the future when the necessary
conditions exist
prosper v (CDl T20) to be or become
successful, especially financially
recession n (CDl T20) a period, usually
at least six months, of low economic
activity, when investments lose value,
businesses fail, and unemployment rises
savings pl n (48) money that you keep,
usually in a bank account, instead of
spending it

ship in phr v (CDI T20) to send something,
usually a large object or a large quantity
of objects or people, to a place far away
track back phr v (CDI T20) to record the
progress or development of something
over a period of past time
UNIT 11
at current exchange rates n phr (CDI T21)
at the rate at which the money of one
country can be changed for the money
of another country at the present time
award a contract v phr (53) to have a
formal agreement with a company for
them to provide a service or do a job
commission v (SS) to ask someone to do a
particular piece of work for you
course of action n phr (52) the way
something happens, or a way of doing
something
cross-fer tilisation of ideas n phr (54) the
mixing of the ideas of different places
or groups of people, to make it better
for all
cutting edge technology n phr (53) the
practical, especially industrial, use of
all the latest scientific discoveries
divisional head n (52) a person who
is in charge of one part of a large
organisation
enjoy a reputation v phr (53) to have an
advantage because people have a good
opinion of someone or something
ent ity n (53) something which exists
apart from other things, having its own
independent existence
get down to v phr (CDI T21) to start to
direct your efforts and attention towards
some thing
get onto phr v (CDI T21) to speak or write
to a person or organisation because you
want them to help you in some way
ground-breaking adj (52) new and likely to
have an effect on how things are done
in the future
head up phr v (CDI T21) to lead or manage
a team, department, organisation, etc.
infrastructure n (53) the basic systems
and services that are needed in order
to support an economy, for example,
transport and communication systems
and elect ricity and water supplies
interested party n phr (53) any people or
orga nisations who may be affected by
a sit uation, or who are hoping to make
money out of a situation
lease n (53) an agreement to pay money in
order to use land, a building, a vehicle
or a piece of equipment for a particular
perioa of time
on a world scale adv phr (53) used to
measure or compare the level of
som ething around the world
purpose-built facility n phr (54) a building
or area that is designed and built for a
particular use
R&D facility n phr (52) a building or area
for research and development ( = the
part of an organisation that works to
improve its products and develop new
ones, or the activity of doing this)
rank highest v phr (53) to have a position
that is higher than others, or to be
considered to have such a position
run a growing operation v phr (CDI T21)
to be in control of or manage a business
organisation that is getting bigger
step across the threshold v phr (53)
(formal) to go into a building or room
tax question n phr (53) a sentence or
phrase used to find out information
about money paid to the government
too many strings attached n phr (CDI T21)
If something such as an agreement has
too many strings attached, it involves
too large a number of special demands
or limits.
viable alternative n phr (53) something
that is different from something else,
especially from what is usual, but is
able to be done or likely to succeed
UNIT 12
advance their career v phr (58) to do
things that help them to progress to
better jobs and become successful
brainstorm v (58) to meet in a group to
suggest a lot of new ideas very quickly,
with the intention of considering them
more carefully later
breakdown of costs n phr (CDI T22) a
division of how money needs to be
spent, so that you can see all the details
credible adj (58) able to be believed or
trusted
demand n (CDI T22) a need for goods or
services that customers want to buy/use
dry up phr v (58) to stop being able to talk
in the normal way
feel free v phr (57) If someone tells you to
feel free to do something, they mean
that you can do it if you want to.
finding n (CDI T22) information or a
fact that is discovered by studying
something
handout n (56) a document containing
information that is given to people at a
meeting or other event
mannerism n (58) something that a person
does repeatedly with their face, hands
or voice, and which they may not realise
they are doing
outline a requirement v phr (CDI T22) to
give the main facts about something
that you need
potential return n phr (CDI T22) the
amount of profit made by an investment
or a business activity that is able to
grow in the future
prompt n (58) words that help people to
remember what they are going to say
reduce anxiety v phr (58) to make
uncomfortable feelings of nervousness
smaller in degree
rehearse v (58) to practise a play, a piece
of music, etc. in order to prepare it for
public performance
sound investment n phr (CDI T22) when
you put money, effort, time, etc. into
something to make a profit in a way that
shows good judgement
UNIT 13
avoid pitfalls v phr (CDI T24) to prevent
likely mistakes or problems in a
situation from happening
build team spirit v phr (CDI T23) to
improve ways of thinking and acting
that shows loyalty to your team and its
members
cash in on phr v (64) to get money or
another advantage from an event or
situation, often in an unfair way
check in phr v (64) to show your ticket at
an airport so that you can be told where
you will be sitting and so that your bags
can be put on the aircraft
flight status n phr (64) the situation at the
present time about when an aircraft that
is making a particular journey is likely
to arrive or depart
get off to a dreadful start v phr (CDI T24)
to begin an activity very badly
loyalty programme n phr (64) a scheme
rewarding customers for buying goods
or services from a particular store or
company
review n (64) a report that contains
important information about a
particular subject or activity
search engine n phr (64) a computer
program that finds information on the
Internet by looking for words that you
have typed in a box on the screen
social network n phr (64) a website
that allows users to post messages,
information, images, etc. to other users
working hours pin (63) the amount of time
someone spends at work during a day
UNIT 14
behind the scenes adv phr (CDI T28) If
something happens behind the scenes, it
happens without most people knowing
about it, especially when something else
is happening publicly.
boom v (CDI T28) to experience an
increase in economic activity, interest
or growth
broaden the potential v phr (67) to increase
the ability of something to develop,
achieve or succeed
cater to phr v (CDI T28) to try to satisfy a
need
circumstantial adj (67) happening because
of a particular situation
clear v (CDI T27) to give official
permission for something
collaboration n (67) the act of working
together with other people or
organisations to create or achieve
something
Word lists 129

counter-intuitive advice n phr (67) an
opinion which someone offers you about
what you should do in a particular
situation which is not what you expect
cut off a conversation v phr (67) to stop a
conversation suddenl y
delegate n (66) a person who is chosen or
elected by a group to speak or vote for
it, especially at a meeting
estimate n (CD1 T25) a statement for a
possible customer about how much a
piece of work should cost
financial implication n phr (CD1 T27) the
effect that an action or decision relating
to money will have on something or
someone
in due course adv phr (CD1 T25) at a
suitable time in the future
industry peer n phr (67) a person who has
a similar job to other people involved in
one type of business
let an opportunity slip v phr (CD1 T27)
to not use the possibility of doing
something that you want to do or have
to do)
old hand n phr (CDl T26) someone who
is very experienced and skilled in a
particular area of activity
on request adv phr (CDl T26) If something
is available on request, you have to ask
for it if you want it.
pen drive n phr (CD1 T26) a flash drive ( =
a small object for storing electronic data
that can be connected to a computer
and that can be carried about easily)
stroke of luck n phr (68) when something
good happens suddenly by chance
up-and- coming adj (CD1 T28) likely to
achieve success soon or in the near future
within close proximity to adv phr (CDl
T28) the state of being very near in
space or time
UNIT 15
accountability n (71) a sit uation in which
someone is responsible for things that
happen and can give a satisfactory
reason for them
agenda n (70) a list of things to be
discussed during a meeting
bias n (71) the fact of allowing personal
opinions to influence your judgement in
an unfair way
chair n (70) a person who is in charge of a
meeting
circulate v (70) to send something such as
information, ideas or documents from
one person to another
end in chaos v phr (CD1 T29) to finish in a
state of total confusion with no order
face to face adv phr, adj phr (70) used
to describe a situation in which you
talk directly to another person, not by
phone, email, online, etc.
know-how n (71) practical knowledge,
experience and ability
meeting venue n phr (71) the place where a
meeting happens
130 Word lists
minutes pl n (70) the written record of
what was said and decided at a meeting
morale n (71) the level of satisfaction felt
by a person or group of people who
work together
productive adj (CD1 T29) achieving good
results
reach a conclusion v phr (CD1 T29) to
make a decision about something
UNIT 16
correlation n (75) a connection between
two or more things, especially when one
of them causes or influences the other
front-office staff n phr (76) the people
working in a company, bank, etc. who
deal directly with customers
lucrative adj (75) earning or producing a
lot of money
on the basis that phr (75) the reason
why someone does something or why
something happens
poor sales performance n phr (76) earning
or producing only a small amount of
money
rep n (74) abbreviation for 'sales
representative': someone whose job is to
sell a company's products or services,
especially when this involves travelling
to meet people or speaking to them on
the phone
UNIT 17
align v (82) to change something so that it
has a correct relationship to something
else
at the last count phr (CD2 T3) when
something was counted most recently
business function n phr (82) a particular
area of responsibility of a company
counter-productive adj (CD2 T3) having
an opposite effect to the one that was
wanted, and therefore harmful
engage with phr v (82) to become involved
with someone
hurt their budgets v phr (CD2 T3) reduce
the amount of money you have available
to spend
in an official capacity n phr (CD2 T3) as
part of a particular position or job
insight n (82) a clear, deep and sometimes
sudden understanding of a complicated
problem or situation
intrinsically motivated adj phr (82)
wanting to do something well as a basic
characteristic of a person
next to nothing n phr (CD2 T3) almost
nothing; very little
provoke a negative reaction v phr (CD2
T3) to do something that causes a bad
feeling in people
special offer n phr (CD2 T3) goods that are
sold at a lower price than usual
too good to miss adj phr (CD2 T3) If you
say that something is too good to
miss, you mean that it is a very good
opportunity and that people should see
it, do it, etc.
webinar n (82) an occasion when a group
of people go online at the same time to
study or discuss something
UNIT 18
anti-pollution law n phr (86) a rule,
usually made by a government, that is
opposed to or against damage caused to
water, air, etc. by harmful substances
or waste
boot up phr v (84) When a computer
boots (up), it becomes ready for use by
getting the necessary information into
its memory, and when you boot (up) a
computer, you cause it to do this.
breakdown in the system n p/zr (86) the
failure of a way of doing things to work
as it sh ould
clean-air legislation n phr (86) a Jaw or set
of laws intended to prevent gases that
harm the environment from being sent
out into the air
climate change n phr (84) changes in
the world's weather, particularly an
increase in temperature, thought to be
caused by things such as carbon dioxide
in the atmosphere
emission n phr (CD2 T4) an amount of
something, especially a gas that harms
the environment, that is sent out into
the air
environmentally friendly adj p/zr (84)
designed or operating in a way that does
not harm the environment
feature n (84) something that makes a
product, machine or system different,
and usually better, than others of a
similar type
fraction n (85) a small part or amount of
something
get staff involved v phr (85) to include
people who work in a particular
business in something, or to make them
take part in or feel part of it
in nature phr (84) as the type or main
characteristic of something
in practice phr (84) If something is true in
practice, this is the real sit uation.
legal action n phr (86) the process of using
lawyers, courts of law, etc. to solve
disagreements, or an occasion when
this happens
production process n phr (86) a method of
producing goods
recycle v (85) to collect and treat rubbish
in order to produce useful materials
which can be used again
rent n (CD2 T4) the amount of money that
you pay to rent something for a period
of time
research lab n (CD2 T4) a room or building
• with scientific equipment where
detailed study of a subject is done
resign v (86) to say that you have decided
to leave your job
resource n (84) a useful or valuable
possession or quality of a country,
organisation or person

seek planning permission v phr (CD2
T4) to try to get an official agreement
that something new can be built or an
existing building can be changed
service charge n (CD2 T4) an amount
of money paid to the owner of an
apartment or office building for services
such as cleaning and repairs
socially responsible adj phr (85) working
or operating in ways that are not
harmful to society or the environment
the paperless office n phr (84) a room or
part of a building in which people work
where information is kept on computers,
not on paper
waste n (86) materials or substances with
no use or value, for example, ones that
are produced when other products are
being made
waste power v phr (84) to use too much
electricity or use it badly
work remotely v phr (CD2 T4) Employees
who work remotely work mainly from
home and communicate with the
company by email and telephone.
UNIT 19
absenteei sm n (88) the fact of staying away
from work, especially without a good
reason
at peak times adv phr (CD2 TS) at a time
of day when a lot of people are using
the same service, such as the Internet,
phone, etc.
balance sheet n (CD2 TS) a financial
statement that shows a company's
assets and debts at a particular time
bandwidth n (CD2 T6) the amount of
information that can be sent between
computers, over a phone line, using
radio signals, etc. in a particular
amount of time
board meeting n (CD2 TS) an occasion
when a group of people who are
responsible for making rules and
decisions on behalf of an organisation
meet in order to discuss something
cashflow n (CD2 TS) the movement of
money into and out of a company's
accounts, used as a measure of how
much money the company spends and
receives and how much profit it makes
over a particular period of time
channel ideas v phr (CD2 TB) to use
suggestions or plans for doing
something in a particular way
come in someone's remit v phr (CD2 T7)
to be responsible for a particular area
of work
cut down on v phr (CD2 TS) to reduce the
amount or number of something
extra workload n phr (CD2 TS) a more­
than-usual amount of work that a
person or machine has to do within a
particular period of time
implement change v phr (CD2 TB) to
put the process of making something
different into action
keep up with orders v phr (CD2 T6) to stay
level with requests from customers for
goods or services
on schedule adv phr (CD2 TS) not early or
late
on the shop floor adv phr (CD2 TS) among
the ordinary workers at a factory
output n (CD2 TS) the amount of goods
and services, or waste products, that
are produced by a particular economy,
industry, company or worker
powers that be n phr (CD2 T6) important
people who have authority over others
profit and loss n phr (CD2 TS) money that
is earned or lost in trade or business
rush hour n phr (CD2 TS) one of the very
busy times of the day on roads, trains,
etc. in the morning when people are
travelling to work and in the evening
when people are going home
service provider n (CD2 T6) a company
that provides internet connections and
services
sick leave n (CD2 TS) a period of time that
a worker is allowed to be away from
work because they are ill
staff turnover n phr (88) the rate at which
employees leave a company and are
replaced by new employees
tie sthg in with phr v (CD2 TS) to plan
something so that it happens as part of
another activity
track orders in real time v phr (CD2 T6)
to follow the movement or progress of
requests from customers in the very short
amount of time needed for computer
systems to receive data and information
and then communicate it or make it
available
working conditions pl n (CD2 T6) the
physical situation that someone works
in or is affected by
UNIT20
after-sales service n phr (94) the business
activity that involves doing things for
customers provided after they have paid
for and received a product or service
base salary n phr (92) basic salary: the
amount of money that someone earns
every year in their job, not including
any extra payments they may receive
benefits pl n (92) advantages such as
medical insurance, life insurance and
sick pay, that employees receive from
their employer in addition to money
bookkeeping n (92) the activity of keeping
records of all the money a company
spends and receives
cashflow projection n phr (93) a
calculation or guess about the future
movement of money into and out
of a company's accounts based on
information that you have
cloud-based approach n phr (CD2 T9) the
use of technology, services, software,
etc. on the Internet rather than software
and hardware that you buy and install
on your computer
coding of systems n phr (CD2 T9) to
represent information in a way that is
not ordinary language, as with special
signs or symbols, to make it easier to
trade them between countries
competitive advantage n phr (CD2 T9) the
conditions that make a business more
successful than the businesses it is
competing with, or a particular thing
that makes it more successful
data centre n phr (CD2 T9) a place where a
number of computers that contain large
amounts of information can be kept
safely
dissatisfied customer n phr (98) a person
who buys a product or service and feels
that that it is not as good as it should be
emergency hotline n phr (95) a special
direct telephone line that people can use
for dangerous or serious situations
file sharing n phr (93) the practice of
distributing computer files, for example,
images, films or music, among several
computers
geeky adj (CD2 T9) used to describe
someone who knows a lot about science
or technology, especially computers
graphic design n phr (92) the skill or the
work of arranging text and pictures,
especially in the production of books,
magazines, software, etc.
Jog on phr v (CD2 T9) to connect to a
computer system by putting in a
particular set of letters or numbers
monthly retainer n phr (92) an amount of
money that you pay to someone in order
to be sure that they can work for you
when you need them to
net new clients v phr (92) to be successful
in getting new customers to buy goods
or services from your business
payroll tax n phr (92) any tax that is based
on employees' pay, and is either paid
by an employer or partly taken by an
employer from what employees earn
people person n phr (CD2 T9) someone
who is good at dealing with other people
perception n (CD2 T9) the way that
someone thinks and feels about a
company, product, service, etc.
realise cost savings v phr (93) to make
money or a profit from spending less
money than was planned
redundant site n phr (93) a place on
the Internet which is no longer
needed where a person, company or
organisation can give information about
their products or services
server n (93) a central computer that
controls and provides information to
other computers in a network
storage n (94) the act of keeping things
somewhere so that they can be used
later, especially goods or energy supplies
time zone n phr (93) one of the 24 parts
into which the world is divided. The
time in each zone is one hour earlier
than in the zone east of it, and one hour
later than in the zone west of it.
Word lists 131

virus infection n phr (95) a harmful
computer program intended to prevent
computers from working normally
website hosting n phr (95) providing the
computer equipment and software
necessary for a website to be available
on the Internet
UNIT21
bring in phr v (CD2 TlO) to introduce
something new such as a product
car dealership n phr (98) a company that
has permission to sell particular cars
deal with phr v (CD2 TlO to take action in
order to achieve something or in order
to solve a problem)
employee attitude n phr (98) the feelings
that someone who is paid to work for
someone else has, and the way this
makes them behave
integrity n (99) the quality of being honest
and having strong moral principles that
you refuse to change
provider of choice n phr (98) the most
popular company or organisation that
sells a particular type of product or
service
repeat customer n phr (98) someone who
buys again from a company that they
have used before
responsiveness n (99) used for talking
about how quickly and well a person or
organisation reacts to something
teamwork n (99) the activity of working
together as a team, or the skills needed
to do this
voucher n (CD2 TlO) a printed piece of
paper used to pay for particular goods
or services, or to pay less than the usual
price
UNIT22
build long-term relationships v phr (CD2
Tl1) to create and develop ways of
connecting with people over a long
period of time
call-centre operative n phr (102) a person
who works in a large office in which
a company's employees provide
information to its customers, or sell
or advertise its goods or services by
telephone
clear up phr v (CD2 Tl1) to give or find an
explanation for something, or to deal
with a problem or argument
exceed expectation v phr (103) to be even
better than you were expecting
extend your customer base v phr (103) to
increase the size or range of the group
of people who buy or use a company's
products or services
golden rule n phr (105) an important rule
or principle, especially in a particular
situation
handle an awkward customer v phr
(103) to deal with a difficult person
who is buying your product or service
successfully
132 Word lists
helpline n (103) a telephone service
provided by an organisation or company
to offer help and advice to people
lack of people skills n phr (103) not
enough ability to deal with people in a
friendly and effective way that achieves
good results
point of purchase n phr (105) a place such
as a store where a product is bought
project professionalism v phr (103) to have
the combination of all the qualities that
are connected with trained and skilled
people, in a way that people notice
rapport n (103) a good understanding of
someone and an ability to communicate
well with them
retain a customer v phr (103) to keep
or continue to have a person or an
organisation that buys a product or
service
reward v (105) to give someone money or
other advantages in exchange for good
behaviour or good work, etc.
valuable feedback n phr (105) useful
information about something such as
a new product or someone's work, that
provides an idea of whether people like
it or whether it is good
written brief n (CD2 Tl1) instructions
on a piece of paper that explain what
someone's work or task is
UNIT23
have a lot on one's plate v phr (CD2 Tl2) to
have a large amount of important work
to deal with
line manager n (110) someone directly in
charge of workers
work long hours v phr (110) to do a job for
a large amount of time
UNIT24
aptitude testing n phr (111) a test to find
out whether someone has a natural
ability for a particular type of work
autocratic adj (CD2 Tl3) controlled by one
leader who has total power, and who
does not allow anyone else to make
decisions
best predictor n phr (111) the best way of
saying what will happen in the future,
based on knowledge or experience
career progression n phr (CD2 Tl4) the
process of making progress to better jobs
corporate client n phr (CD2 Tl4) a large
business that receives professional
services from an organisation
culture-bound construct n phr (111) an
idea based on the way of life or customs
and beliefs of a particular group of
people at a particular time
entry level n phr (CD2 Tl4) at or relating to
the lowest level of an organisation, type
of work, etc.
expat assignment n phr (111) the process
of giving someone who does not live in
their own country a particular job, task
or responsibility
fill the position v phr (111) to employ
someone to do a job
fit into their context v phr (CD2 Tl3) to
do something that is accepted in the
existing situation
intangible adj (111) used about a feeling or
quality that does not exist in a physical
way, or that is difficult to describe
integrate with local business culture v phr
(CD2 Tl4) to become part of the ideas
and ways of working of an organisation
in a particular place
integrated marketing plan n phr (CD2
Tl4) the business activity that involves
finding out what customers want, using
that information to design products and
services, and selling them effectively, in
a combined form
international track record n phr (111)
all the achievements or failures that
someone or something has had in the
past involving more than one country
middleman n (CD2 Tl4) a person or
company that buys goods from the
company that has produced them and
makes a profit by selling them to a store
or a user
pass this first hurdle v phr (111) to
have to solve a problem at the start
of something before you can make
progress
post the position v phr (111) to advertise
that a job is available
psychomet ric testing n phr (111) the
activity of using tests that are designed
to show someone's personality, mental
ability, opinions, etc. in order to decide
whether or not to employ them
risk-averse adj (111) not wanting to take
risks
service line n phr (CD2 Tl4) a range of
similar business activities that are sold
by the same company, with different
features and different prices
soft skill n phr (CD2 Tl4) a particular
ability, idea or knowledge that helps a
business to be successful
standard business norm n phr (111) a
way of buying and selling goods and
services or doing things that is generally
accepted
steep learning curve n phr (111) the rate of
someone's progress in learning a very
difficult new skill
straightforward adj (CD2 Tl4) easy to
understand or simple
take lightly v phr (111) to treat in a way
that is not serious
take up employment v phr (CD2 Tl3) to
start doing a new job
transferable skill n phr (CD2 Tl4) a
• particular ability used in one job or
career that can also be used in another
withstand the rigours v phr (111) to deal
with unpleasant or severe conditions
successfully

Exam skil_ls and Exam practice
Contents
About Cambridge English: Business Certificates, also known
as Business English Certificates (BEG)
Reading Paper Part 1
Reading Paper Part 2
Reading Paper Part 3
Reading Paper Part 4
Reading Paper Part 5
Writing Paper Part 1
Writing Paper Part 2
Listening Paper Part 1
Listening Paper Part 2
Listening Paper Part 3
Speaking Paper Part 1
Speaking Paper Part 2
Speaking Paper Part 3
134
Exam skills
135
137
140
144
146
148
150
153
155
157
159
161
164
Exam practice
136
139
142
145
147
149
152
154
156
158
163
165
Exam skills and Exam practice 133

About Cambridge English: Business Certificates
Recognition of Cambridge English: Business Certificates, also known as Business
English Certificates (BEC), is rapidly growing, as a number of companies are using the
examinations as a focus for in-company training courses. A list of companies that use
Cambridge English: Business Certificates for a variety of purposes including recruitment
can be found at www.cambridgeesol.org.
The Cambridge English: Business Certificates suite is linked to the five ALTE/Cambridge
levels for language assessment, and the Council of Europe's Common European
Framework of Reference for Languages (CEFR).
Cambridge English:
Equivalent Main Suite Exam
ALTE Level Common European Framework
Business Certificates
of Reference for Languages
(CEFR) Level
Cambridge English: Proficiency (CPE) Level 5
C2
Business Higher
Cambridge English: Advanced (CAE)
Level 4
Cl
Business Vantage
Cambridge English: First (FCE)
Level 3
B2
Business Preliminary Cambridge English: Preliminary (PET) Level 2
Bl
Cambridge English: Key (KET)
Level 1
A2
At all three levels, the 'business' aspect of this examination affects the vocabulary, the
types of texts selected and the situations presented in the tasks. In addition, as in the
Cambridge ESOL Main Suite exams, other skills, such as understanding the gist of text and
guessing unfamiliar words in a listening situation are tested.
The table below shows the common characteristics at the different levels of Cambridge
English: Business Certificates.
Business Preliminary
Business Vantage
Business Higher
Reading
• 7 parts/45 items
• 5 parts/45 items
•
• 1 hour 30 minutes for reading • 1 hour
•
and writing
Writing
• 2 parts
• 2 parts
•
• 1 hour 30 minutes for
• 45 minutes
•
reading and writing
Listening
• 4 parts/30 items
• 3 parts/30 items
•
• about 40 minutes, including
• about 40 minutes, including
•
transfer time
transfer time
Speaking
• 3 parts
• 3 parts
•
• 12 minutes
• 14 minutes
•
• 2:2 format*
• 2:2 format*
•
* two examiners, two candidates (2:3 format used for the last group in a session where
necessary)
134 Exam skills and Exam practice
6 parts/52 items
1 hour
2 parts
1 hour 10 minutes
3 parts/30 items
about 40 minutes, including
transfer time
3 parts
16 minutes
2:2 format*

Answer key
UNIT1
Recruitment brochure
Reading
2 1 Advanced Sales, Goal Setting, Time Management
2 It gives staff the skills they need to succeed, they promote from
within the company, they want to train their future leaders.
32A3C4B5D6C7A8D9B10A
Vocabulary 1
2 qualifications 3 degree 4 course; certificate; knowledge;
experience 5 development
Grammar workshop
2U3C4C SU6U
Vocabulary 2
1 work 2 job 3 work 4 job 5 training course 6training
7 training course
Training course
Listening
1 a name or type of company 2 staffIemployees?
3 a length of time 4 something a Director of Studies can give
2 1 Forrest Insurance 2 graduate trainees 3 one/1 month
4 quotation
32f 3d4a5b6c
Training at Deloitte in China
Reading
Suggested answers
paragraph 1: Deloitte's dedication to training
paragraph 2: support for employees from managers
paragraph 3: managers' interest in staff development
paragraph4: managers' attention to staff
paragraph 5: counsellors
2 1 Suggested answer: The connection between clear upward path
and ascend to the top.
22C3A4BSF60
Vocabulary
1b2c3a4d5f6e
Training scheme for new staff
Role-play
2a1,3,4,6b2 C5
UNIT2
Getting started
2 Suggested answers
a 2,6b 1,5,6 c 1,2,4,5,6 d1,3,4,5,6 e1,2,3,4,6
Job responsibilities
Vocabulary
21c2d3b4a5e
32 recruit 3 evaluating 4 promoting 5 investment 6funds
7 performance 8 deadlines
6 1 of; are 2 have; been; have; been 3 did 4 are; for
166 Answer key
A human resources manager
Listening
Suggested underlining
2 makes managing people easy
3 How I become
4 doing in ten years' time
5 advice/ for job candidates
6 know/ good at the job
21A2B3C4C5B6B
Human resources
Vocabulary
le 2b3a
2 2 staffs staff/employees 3 staff member of staff I employee
4 staffs members of staff/ employees
What I like about my job
Listening
2ld2b 3f 4e 5h
31 work; client 2 freedom; choices 3 fulfilling 4 inspiring
5 what; one 6exciting
Staff training report
Writing
I 2 took 3 needed 4 fell 5 recruited 6has signed 7 has set
2 employees - staff; budget - spend; agreement - contract; working
methods - the way we work
3The main reason for; because; because of this; For that reason
5 Sample answer
Two years ago, theBank of Veronezh spent 3,500,000 roubles
on language training for staff. The reason for this was that they
needed to learn English in order to work with our Polish partners
in theBank of Gdansk. Last year, in contrast, our spending on
training rose to 5,250,000 because we needed to teach them how
to use the new IT systems which had been installed. Recently, we
have introduced new accounting methods which have affected
some members of staff, and as a result, this year's staff training
budget has been set at 2,300,000 roubles.
UNIT3
Job satisfaction at Sony Mobile
Communications
Reading
Suggested answers
You can work with people from different countries and cultures,
so there is a variety of behaviours and ideas and learning
opportunities; opportunities for travel and work abroad;
opportunities for promotion based on merit; opportunities may
arise to work in other international organisations.
2 Suggested underlining
2 producing things/ people/ enjoy 3 improve our ways of
working 4 affects the whole company 5 Recent recruits I
encouraged/ contribute ideas 6wants/ employees I variety of
attitudes and opinions 7 To survive/ continually I producing
new products 8 aware/ customers' different ways of thinking
Suggested paraphrases-
2 making products people have fun with
3 make our working methods better
4 influences everyone in the organisation
5 new employees are given opportunities to say what they think
6 encourages diversity of points of view
7 To stay in business, you have to always innovate.
8 know about our clients' attitudes

3 B (Developing my team and seeing them grow is what makes
me happy - seeing them change over time.)
2 C (I take'real pride in creating applications that are fun and
satisfying for our customers to use.)
3 B (We work hard, but also we want to do it more intelligently,
more efficiently and effectively.)
4 D (... our team's thinking and plans shaping and changing
all parts of the company from internal culture through to
packaging, product design and advertising.)
5 C (There's a great culture here wherf!you can really discuss
things with all your colleagues, even if you're a newcomer.)
6 A (... different views and mindsets are accepted and
encouraged.)
7 A (There's also fierce competition that's always changing,
forcing us to stay on our toes and innovate.)
8 D (... it's about understanding the cultural sensitivities of
different markets.)
Vocabulary
1 mastered 2 crops up 3 to stay on our toes
4 an analytical mindset 5 to challenge the status qua
Advice on job applications
Listening
2ld2b3g4eSf
A short email and an email of a job application
Writing 1
2 1for 2on 3it 4give 5with 6If
3 Suggested answer
DearFatma, I saw this job for a technician advertised on my
company's intranet and thought it might be right for you because
you've studied electronic engineering. I 'd be happy to help you
with your application if you need it.
Sasha
4Suggested answer: You should include all points except 4 and 10
(10 can be put in yourCV).
6 Christa's plan
paragraph 1: the reason for writing the email, how she heard about
the job
paragraph 2: herCV, what she studied, a summary of relevant
work experience
paragraph 3: what she studied, relevant work experience in more
detail
paragraph 4: why she is interested
paragraph 5: saying she is ready to be interviewed, references from
her employers
7 3now 4time 5correct 6have 7the 8and 9correct
10 more 11 However 12 correct 13 my 14 an 15 too
Vocabulary
2 interested interesting 3 ifttefest interested 4 epetled- open
5 eoflvrnirnee convenient 6 absettee absent
Speaking
2
2
3
4
s
6
Adam Harriet reason(s)
./
The organisation needs someone like you,
you maqe it to the interview.
,I
,I
,I
,I Gives impression that candidate is
interested, they've done their homework,
you'II be able to portray yourself better.
,I They know what you're like.
,I You get to know people there, and they
know you.
UNIT4
Getting started
1/2 1 much more important than 2 a lot less 3 easier
4 a little more 5 not quite as important as
Grammar workshop
213545SL617185
A phone call to a hotel
Listening
1 a person's surname, possibly spelled out
2 the name of a company
3atypeofroominahotel
4 the reason for needing the room
5adate
6 something else that a person hiring a room might need
2 1 Ku!J1>v 2 TopFlight 3 meeting 4 job interviews
5 13th May 6 coffee
A telephone quiz
Reading
Suggested answers
I BandC are normal if the call has been routed through a
switchboard;D would be appropriate if you are a receptionist, for
example;A is just unhelpful because the caller doesn't know if he
or she has reached the right person or company.
2B
3C
4A andC are both correct, butBis not.
5 A is quite formal,Bis informal andC is neither correct nor polite.
6 C is formal,A is informal andBsounds rude.
7 A andBare both correct, although you would only useA with
someone you know well.
8 BandC are both correct, depending on what information you are
looking for.
9B
Enquiring about a job
Listening
I Speaking, My name's ...
2 1 office administrator 2 mornings (only) 3 bookkeeping
4 beginning 5 (by) email
Phone-answering tips
Reading
2 Suggested answers
paragraph 2: how you should answer the phone; paragraph 3:
putting callers on hold; paragraph 4: taking messages correctly;
paragraph 5: call back soon; paragraph 6: train other staff
3 BFor example C it D these callers E However .. . this
FThen... it GThis
42B3D4F5C6A
GRAMMAR WORKSHOP 1
Countable and uncountable nouns
I U: advice, equipment, feedback, freight, information, knowledge,
parking, recruitment, research, software, spending, teamwork,
training, transport, travel
C: budget, car, computer, programme, report, team, training course
2 1 an advertisement 2 equipment 3 research; work 4 amount
of information 5 advice 6 little travel; many training courses
Answer key 167

Present perfect and past simple
1 have worked 2went; have not gone/been 3was; left; haven't
seen; went 4have changed; started; finished Sposted; has
been; has got; (has) started 6wrote; haven't received
7has grown; have taken on; opened
2 1 expected 2have done 3has decided 4have arranged
5 increased 6has become 7decided 8 made
Talking about large and small differences
1 Suggested answers
1 far more I six times more / six times as many
2 nearly as many (letters) as ten years ago / far fewer (letters)
than ten years ago
3 quite as many (meetings) as now
4 considerably I far I many I a lot more (phone calls) than now /
twice as many (phone calls) as now
5 slightly fewer (text messages now) than ten years ago / not
quite as many (text messages now) as ten years ago
UNITS
Getting started
1lb2d3f4eSc6g7a
2 Suggested answers
2 Free samples or gifts may be expensive to produce and
distribute and may require extra staff for this. On the other
hand, potential customers have a chance to actually experience
the product.
3 Leaflets and brochures need to be well designed, which is also
expensive. There are also distribution costs. However, they
can explain the product/service in detail and make it sound
attractive.
4 Point-of-sale displays are expensive because they need to be
placed in a large number of shops which will charge for this.
However, customers may make the decision to buy on the spot.
S Sponsorship can be very expensive, but it links the company's
image with a successful and attractive person, team or event.
6 Television and radio advertising is also expensive, but reaches
a mass audience and may still be the most cost-effective.
7 The website may be the cheapest of the options listed and can
also reach a mass audience if people can be encouraged to visit it.
Promoting AXE
Reading
2 Promotional activities: a slogan, online game, free samples, point­
of-sale displays, media advertising, PR, a house party, direct
mailing, online publicity, leaflets, advertisements in magazines,
website, television show, free CD
3 1 B ( . .. young men's natural interest in pretty girls ... appeal to
American male youth culture.)
2 D (... young men to log on to the Internet to play a video game
on the AXE website . .. If the player reached a certain level, he
entered a lottery to win a trip to the party.)
3 C (AXE focused on the intrigue and discovery of the party.)
4 A ('It was all about getting into the mind of the 20-something
guy,' ... )
5 B ('To our knowledge, nobody has ever taken a consumer
promotion and turned it into a television show,' ... )
6 C (... a 22 % increase in general brand awareness among
males aged 11 to 24 ... )
Vocabulary
2d3c4eSb6a
168 Answer key
Grammar workshop
1 to make 2to bring 3playing 4doing 5 to dance
6using 7not to let 8 Building 9 to launch
Supermarkets' own brands
Listening
1 Suggested answer
Supermarkets can package, price and market the brand to suit
their particular customers, their own marketing plan and make use
of the supermarket's brand image. Own brands can be sold more
cheaply because less advertising is required and production can be
more easily adjusted to match demand.
2IC2A3B
Going viral in India and China
Reading
2 2 A (... the video stacked up to 700,000 views on YouTube, even
though it was criticised widely in the media.)
3 C (The launch of Denizen in China last month was the first time
that Levi's has moved outside the United States for the global
launch of a brand.)
4 D (With work environments becoming more casual, for the
younger generation, denim is the clothing of choice.)
S C ( .. . is now keen on expanding the price ladder lower to
prevent consumers from crossing over to competitors.)
6 A (... campaign to encourage consumers to take risks and move
beyond the smart and sensible life ... )
7 B (They blog about the brand and how the brand makes them
feel.)
8 A (Most, if not all, have gone digital, and Levi's now seems to
be doing the same.)
UNIT6
Developing and launching Drink Me Chai
Listening
2IA2A3B4BSC
3 She did market research to identify competing products; she
tried importing it; she developed the product and tested it with
customers at her station bar; she approached supermarkets with
samples; she met a supermarket buyer and made a pitch; she
branded and packaged the product for the supermarket.
Reading
1 1 When her customers said they would like to drink the product
at home
2 At that stage, the product had no packaging or branding.
2 B However and the journey: The journey may refer to the journey
to London.
C it: It may refer to chai.
D But the major problem: There may have been other problems
mentioned earlier.
E It: Something which happened
F Since then: Refers to an earlier time mentioned in the text.
G As a result: This is the result of something mentioned in the
text.
32B3C4ASF6E
Launching and promoting a new product
Listening
2 Amanda mentions doing market research and testing the product
on the market.

S method
write-ups in magazines/
newspapers
sampling at shows/fairs/
festivals
website
A marketing report
Writing
reason
raises awareness and increases
sales
people can try unique taste; she
doesn't have a big budget, cannot
advertise
like a shop window; connects with
customers and receives orders
1 2 by; from; to 3 ... spending on stands at trade fairs by A$75,000
from A$100,000 to A$25,000. 4 .. . has risen by A$200,000 from
A$450,000 to A$650,000.
4 2the 3correct 4due 5only 6too 7correct 8down
9 being 1O correct 11 up 12 off 13 correct
S Suggested answers
1 Spending on point-of-sale displays has fallen from £30,000 to
£15,000; spending on magazine advertisements has risen from
£12,000 to £46,000; spending on leaflets has been raised from
£6,000 to £35,000.
2 Point-of-sale displays were not particularly effective because
there was strong competition for customers' attention from
other brands, but we managed to sell large numbers of
chocolates through our magazine advertising because we
advertised in slimming magazines. It is clear that our leaflets
are reaching our target customers, who are generally people
who are concerned about their health and like to keep fit.
3 The total budget rose from £48,000 last year to £98,000 this
year. However, it will be reduced to £65,000 next year.
4 We should continue to spend the same amount on leaflets.
However, we should stop promoting with point-of-sale
displays, reduce our magazine advertising and consider using
viral advertising on YouTube.
6 Sample answer
Introduction
The object of this report is to summari
.
se how we have spent our
promotional budget on Slimchocs over the last two years, its
effectiveness and to make recommendations for next year's budget.
Our promotional activities
We reduced our outlay on point-of sale displays from £30,000
to £15,000, as these failed to attract customers' attention due to
strong competition from other brands. However, we raised our
budget for advertising in slimming magazines by £34,000, as this
proved an effective way of reaching target customers. We also
increased our budget for leaflets by £29,000 because with these,
we also managed to reach our target customers, who are primarily
people interested in staying healthy and keeping fit.
Recommendations
Our promotional budget will be reduced next year to £65,000.
As a result, I recommend that we should continue to spend the
same amount on leaflets. However, it would be a good idea to
stop promoting with point-of-sale displays, reduce our magazine
advertising and consider using viral advertising on YouTube.
UNIT7
Getting started
1 These are trade fairs, where companies hire space and set up
stands. Company representatives and salespeople are talking to
potential customers who visit their stands. People visit trade fairs
to identify possible products and potential suppliers.
2 Suggested answers
Potential customers can see and handle the products on display.
They can talk to sales staff.
Companies can invite potential customers to visit them at their stand.
A good stand can give a company prestige.
It gives the company an opportunity to promote its products to its
competitor's customers.
The London Contemporary Design Show
Reading
1 1 A memo is an internal note circulated to people in an office
(nowadays usually by email) containing information or
instructions, possibly about a new policy or activity.
2 Directly, with the subject of the memo. If you wish, you can
finish it with Many thanks (or something similar) and your
initials or your signature.
3 Start with the name of the addressee and finish with Thanks,
Best wishes or nothing and the name of the writer.
4 Contact the organisers of a trade fair to find out information
about setting up a stand.
2 2at 3in 4for 5for 6for 7in/with 8with 9out
3 Sample answer
Dear Sir/Madam
We are a Swiss furniture design company. We are interested in
exhibiting at the London Contemporary Design Show this year.
Can you please tell us:
• how much it would cost to exhibit at the show?
• when we would need to make a booking?
Many thanks.
Grammar workshop
2e3a4c5d
2 1 1b (It has the form of a question, starting with Can.)
2 2,3,4and5
3we
4 details of, information about
Vocabulary
1ld2a3c4b
2 1 learn 2 find out 3 teach 4 found out 5 know; teach
6 learn 7 know 8 find out
Listening
Suggested answers
1 something with an area 2 something which costs £115
3 a date 4 something which can be sent by email
5 something which might happen to the space
2 1 Floor space 2 Insurance 3 13th June 4 bank details
5 guaranteed
3 Sample answer
Subject: London Contemporary Design Show
Hello Ulrike,
The organisers have given me the following information:
• Floor space costs between £295 and £340 per square metre
plus VAT. We also have to pay £115 insurance and a £300
registration fee. The balance must be paid by 22nd August.
• The deadline for reservations is 13th June.
Best wishes
Marcel
Preparing an exhibition stand
Writing 1
2 Sample answer
Dear Sirs
We are a Swiss furniture company. We are planning to have a
stand at the London Contemporary Design Show next September.
We would be grateful if you could send us some sample designs
and an estimate of costs. Can you also tell us roughly how long it
will take to build?
Many thanks
Marcel Schaub
Answer key 169

Reading
Suggested underlining
2 international experience 3 on time 4 promotional activity
5 can afford 6 needn't buy 7 as many people/ as possible
2 1 A (Our prices are keen and competitive due to our huge stocks
of ready-made equipment.)
2 B (We have delivered customised exhibition solutions
worldwide and designed stands for almost every market you
can name.)
3 B (Our project-management skills ensure deadlines are met ... )
4 C (We can provide a complete marketing solution for your
project, including pre-event promotions, stand design and
show activity.)
5 B (.. . a s olution that meets your brief and matches your budget.)
6 A ( . . . by supplying custom-built exhibition stands - for hire or
for sale.)
7 C (... we'll also work with you to maximise your visitor
numbers.)
31D2B3A4A5B6C7C8D9B10A11A
12D 13B 14B 15D
Writing 2
2 Sample answer
Dear Mr Steel
Thank you for your designs. In answer to your questions:
1 We have booked 40 m' of floor space.
2 Our stand is on a corner, and we would prefer it to be open.
3 We would like to be able to accommodate up to 15 people at
any one time.
From the designs you sent us, the one we like the most is number
3. We look forward to receiving your design and quotation.
Best wishes
Marcel Schaub
3 Sample answer
To:
Sales staff
From: Ulrike Schlitz
Subject: Stand at London Contemporary Design Show
I'm pleased to inform you that the stand is being designed at the
moment. Could you please let me know what equipment you will
need for the stand? Also, I suggest you start preparing the graphics
you want to put on the stand.
Many thani<s
Ulrike
UNITS
Getting started
2
KA
1
,
2,I
3
4
5
,I
6
,I
7,I
8
,I
Breaking the ice
Speaking
RD
,I
,I
,I
,I
2 2 Did you have a good trip?
3 Lovely city, isn't it?
4 Where are you staying?
5 Now, can we show you a few of our products?
6 Busy, isn't it?
0 Answer key
7 Would either of you like a cup of coffee or a cup of tea before
we get started?
3 Nice to meet you; That's great; Very smart; thanks for inviting
us; we like people to see our stand; Very good; the airport's so
convenient; Lovely city, isn't it; Yes, lovely; it's the best hotel in
town; Oh, good; Busy, isn't it; Incredibly; This fair is getting more
popular every year.
The art of agreeing
Reading
Suggested answers
2 gain confidence I exchanging information (They can build trust
by telling each other things.)
3 in control of their feelings (They should never get angry or upset.)
4 acquire/ information/ in advance (They should find out as
much as possible before they start.)
5 work out ways/ other party/ flexible (They should try to think
of ways for the other side to change their position.)
6 not always financial gain (Their aim is not always to make
money.)
7 non-verbal behaviour/ influence (Their body language will
affect the outcome.)
8 opening proposal/ advantage (The person who starts the
negotiation will be in a better position.)
3
C (You can negotiate well only if you have the ability to walk
away from an unfavourable agreement ...)
2 B (While you are continuing to receive factual data, with
both parties following the give-and-take principle, you are
building trust gradually.)
3 D (Also remember never to lose your cool or emotions.)
4 A (The better prepared you are with factual data before
heading into a negotiation, the more effective you will be.)
5 C (You should also factor in the fall-back options for the other
side.)
6 A (... identify the real needs and goals. Though the most
obviously stated need is money, it can be a proxy for other
physical or more refined needs (shelter, reputation, self­
esteem).)
7 B (... your body language will have an impact on people and
on the outcome of your negotiation.)
8 D (Try and be the first to make an offer. It will help anchor the
client to your view, and the final agreement is more likely to
end closer to your proposal.)
Vocabulary
1 proxy 2 vendor 3 impact 4 outcome 5 factor in
6 fall-back/back-up (options) 7 lose your cool
Listening
Names of actual speakers are given.
1 could (Jack) 2 took (Helga) 3 'II accept (could be either, but in
fact it's Jack) 4 wouldn't make (Susie) 5 buy (Helga) 6 gave (Jack)
Writing
2for 3with 4on 5at 6for 7In 8on 9with 10for
11in 12in
3 Dear Helga
Thanks for this - the pleasure was all mine.
There are just a few details we need to clear up. First, the quantity
we were talking about was 2,000 units, not 3,000 on the terms
agreed. I hope this isn't a problem for you. Also, after discussions
with my colleagues, would it be possible for us to return any units
we haven't sold after six months instead of 12 months? We think
this would be beneficial for both of us, as things tend to go out of
fashion so quickly these days.
Finally, we would be happy to pay in cash on condition that you
deliver the goods at your expense.

I hope you can agree to all these points and that we can proceed
with the order.
Kind regards
Jack
GRAMMAR WORKSHOP 2
Infinitives and verb+ -ing
1 1 training 2dealing 3to get 4Advertising; to invest
5 developing; to be 6leaving; to start 7 (to) develop; lending
8 Studying; to be
2 1 choosing 2to hear 3closing 4checking 5 to look
6hearing
Prepositions in phrases describing trends
1 at 2by; to 3from; to 4by
2 Suggested answers
Three years ago, the number of exhibitors stood at 450.
Two years ago, the number fell by 80 to 370.
Last year, the number of exhibitors rose from 370 to 51 5.
This year, the number has fallen by 125.
3 1to 2at 3by 4at 5from;to 6by
Formal requests
I 2give could/would give 3yt,tHet you could/would let
4eatt could/would 5 are would be
First and second conditionals
I 1 are 2decide 3require 4advertised 5 contained
6book 7 were
2 Suggested answers
1 ... our accountant approves.
2 .. . the project was more interesting.
3 ... I'd spend far less time travelling.
4 ... you pay the full price in advance.
5 ... there are no interruptions.
6 ... it's really urgent.
7 ... it was a promotion.
8 I'll be happy to do business with him .
UNIT9
Why start your own business?
Ustening
2lf2b 3g
3 Suggested answers
2 Advantages: franchisers supply you with an established
business model and brand; they do market research for you
prior to opening and perhaps provide finance for the start-up;
they will take care of advertising and marketing; they may
supply you with the products you sell; they will give advice and
help in making the business a success.
Disadvantages: you are not completely free to implement
your business ideas (you have to keep to the rules/guidelines
established by the franchiser); it can be expensive to buy into
a franchise; you have to share part of your profits with the
franchiser.
Grammar workshop
1 in 2on 3for; until 4at 5 for; by
An international franchise
Reading
2 1 They receive cash immediately, a percentage of revenue, an
international presence, they can expand when the economy
is weak at home, outlets in places with strong demand, new
ideas.
2 It requires resources (especially time and other costs), the
brand needs protecting from copying, maintaining control of
the brand, distraction from home market.
3
B (... an immediate cash infusion ... an immediate
international presence.)
2 C (As western businesses cope with tight lending markets
and a weak economy, many emerging economies have
strong consumer demand as well as investors with plenty of
capital.)
3 D (... look at where it makes sense to go ... )
4 A (Otherwise, a potential investor could soon tum into a
troublesome copycat.)
5 B (Adler worries that the fresh, youthful atmosphere of Dlush's
southern California locations can't really be duplicated in the
Middle East, where the culture is more conservative.)
6 D (But Adler's main concern is that the Middle Eastern outlets
have taken a lot of his time-and shifted his focus away from
building the Dlush brand at home.)
Vocabulary
1 capital 2trademark 3investors 4outlets 5 concept
6lucrative 7 retail 8 supply chain 9 gross revenue 10 resources
Financial terms
Vocabulary
lb2h3d4aSc6g7fBe
2 1 turnover 2costs 3profit 4credit 5 interest rate
6asset(s) 7 tax 8 liability-
A letter to a franchiser
Reading
2 1working 2was 3.I 4the 5.I 6is 7for 8more
9.I 10my 11to 12.I
UNIT10
Getting started
Suggested answers
I a bank loan; personal savings
2 personal savings or a loan from family or friends
3 This is very variable, depending on the entrepreneur's individual
circumstances, location and type of business.
4 cheapest: personal savings, a loan from family or friends, going
into partnership, private equity, a government grant
most expensive: a bank loan, a mortgage
5 more control: a bank loan, a mortgage, a government grant,
personal savings
less control: venture capital, private equity, going into partnership
Setting up a food consultancy
Listening
2 1 exhibitions 2start(-)up 3business plan 4clients
5 (more) enthusiastic 6part-time 7 pay back
Raising finance
Vocabulary 1
raise finance / money / a loan
borrow money
carry out market research / a business plan
launch a company
cover overheads
write a business plan
repay a loan / money
Answer key 171

2 1launch a company 2carry out market research
3raise finance / money / a loan / borrow money
4write a business plan 5repay your/the loan
6cover (your) overheads
Reading
a 2,3
b 1,4,5
,
6,7,8
2
A (Banks don't care whether or not your business has great
profit potential. They are only interested in the business's
ability to cover the principal and interest payments.)
2 B (You should prepare a written agreement ... )
3 B (Don't be embarrassed to show financial statements, tax
returns or whatever else they want to see.)
4 D (... to facilitate . .. the generation ofjobs .. .)
5 C (Venture capital is intended for higher risks ... )
6 D (... terms of interest ... are less than the market rate.)
7 C (... the investing institution acquires a share in the
business.)
8 A (Banks like to use assets such as premises, motor vehicles or
equipment as collateral (or security) against loans.)
Vocabulary 2
1 assets 2collateral/security 3tax returns 4ordinary shares
5preference shares 6equity finance 7 soft loans 8market rate
Carter Bearings
Listening
Suggested underlining
2succeed against competitors 3way of finding clients
4give I discount when 5 written communication / works best
6 advantage of buying from a distributor 7 sort of companies /
suppliers 8key to survival
2lB2C3C4BSC6A7BSC
UNIT11
Getting started
1 1 Suggested answers
• how much BioBok is willing to invest
• number of staff
• where the staff will come from
A new location in Europe
Listening
Suggested answers
1another type of investment 2number of staff 3places where
staff can be recruited from 4something/someone that can be
recruited 5something that they need
2 1equipment 260/ sixty 3divisions 4manager
5 (government) grants
Reading
1IC2B3C4ASA6D7DBC9BlOAllD
12B 13C 14B 15C
22B3H.4BSH6H7B8H9B
Vocabulary
1le2d3a4fSc6b
2 1 place 2room 3space 4options 5opportunity
6possibilities
3 1room 2space 3place 4opportunity 5option 6possibility
172 Answer key
A proposal
Reading
1 2as 3which 4own 5around 6their 7 both 8some
9most 10This 11there 12for
2 I recommend that we ...; Our next step should be to ...;
and I suggest that, at a later stage we ...
3 Suggested answers
1 I recommend that we find premises which are close to the
airport.
2 I suggest we commission an architect to design a building for us.
3 Our next step should be to contact Lausanne University.
4 I recommend that we advertise for staff in international science
magazines.
4 1 although, however and on the other hand 2moreover, also
3on balance
Writing
2 Sample answer
Introduction
The aim of this proposal is to evaluate Gdansk and Wroclaw as
possible sites for our office in Poland.
Workforce
Both technology parks are attached to large universities where it
may be possible to recruit graduate students and teachers as staff.
Other IT companies
Since both parks already host a number of IT companies,
customers will be used to coming to these locations. Wroclaw
Technology Park contains some of the largest global IT companies,
which makes the possibility of co-operating with them easier. On
the other hand,the companies in Gdansk are very small,so they
are unlikely to be such useful partners.
Location
Although Gdansk is a pleasant city,Wroclaw undoubtedly offers
the advantage of being closer to international centres such as
Berlin or Prague,where many of our customers are based.
Other facilities
Gdansk offers subsidies or grants to new businesses setting up in
the area. This would be an excellent way of reducing the initial
investment in premises and equipment. On the other hand,
Wroclaw can provide us with business and legal counselling,
which will help us to comply with European regulations.
Recommendations
On balance,although Gdansk is a strong contender,I recommend
that we should choose Wroclaw because it is closer to our
principal markets and it will be easier to attract the right staff to
work there.
UNIT12
Structuring a presentation
Speaking
le2e3d4fSb6g7a
Signalling the parts of a presentation
Listening
1b,j 2h 3k 4c,e 5a,d,i 6f 7g
3 1 advertising 2drivers 3traffic conditions 4main (road)
5leasing 62, 000 7 t,remium rates 8 500,000
Making the most of presentations
Reading
2
A (... some basic training . . . )
2 D (Remember to speak slowly and clearly.)
3 C (Recording and listening to yourself ...)

4 D (... make eye contact with members of the audience as often
as possible.)
5 B (The f{rst step in making a really effective presentation is to
prepare.)
6 A (Rehearsing the presentation will greatly reduce anxiety.)
7 B (... which things it is worth knowing about in case anybody
asks you about it.)
8 D (... put any lengthy detail into a handout . . .)
Grammar workshop
1could 2can 3can 4could 5can 6can
GRAMMAR WORKSHOP 3
Prepositions in time clauses
1for 2for 3on/until 4in 5in/during;at 6since 7at
8 for; from; to/until 9 until 10 by 11 during/on 12 for
2 1tmtifby 2Fo-1'During/In 3ttton/- 4sifleefor
5sifleefrom 6flftfor
Linking ideas
i although / even though 2However; On the other hand; on
balance 3Although /Even though 4However / On the other
hand; On balance 5 However 6However 7Although /Even
though
2 Suggested answers
1 .. . I have little time to study.
2 ... I would like to find a more challenging job.
3 .. . always seem to have too much work on my desk.
4 .. . I wouldn't put it before my family and friends.
Can and could
1could 2could 3can 4can 5could 6could
2 1could 2could 3could 4could 5 can
UNIT 13
Getting started
Vocabulary
1 1 trip 2 journey 3 travel
2 1 travel 2 trip 3 trip 4 trip 5 trip/journey 6 trips/journeys
A company meeting
Speaking
2 1 Meeting clients: essential for building relationship, liking you,
trust and persuasion
Expanding your business: explore new markets - see them for
yourself
Meeting colleagues from different offices: get to know each other,
builds team spirit, exchange ideas and communicate values
2 a important b vital c essential
3 All in all (other possible phrases: to sum up, in summary, to
conclude, in conclusion)
Arranging to travel
Writing
1at 2who 3in 4at 5while/when
2 1I'msorryto...
2 I'd like you to ... 3 You could ...
3 Sample answer
Hi Dimitri
I'd be happy to go to theCongress. If you agree, I think it would be
a good idea to take Paola with me, as she could make some useful
contacts while we're there. We'll be at theCongress for the whole
week.
Best wishes
Magda
4 Sample answer
Pablo - I'm planning to go to the Mobile WorldCongress in
Barcelona this month.Could you please book flights for myself
and Paola and rooms at theHotel Palace, arriving 24th and leaving
3lst?Also, can you suggest places where we can entertain clients
inBarcelona? Thanks, Magda
How business travel is changing
Reading
2 Hotels becoming more technological, having to do more than
just advertise and offer discounts; business people less loyal
to particular chains, looking for cheaper hotels, more loyalty
programmes; travellers read reviews on websites and can choose
rooms, booking while travelling, i.e. just before arriving.
3lA2C3B40SB6A708B9A100llC
12D 13C 14A 15C
Conference problems
Listening
2lE203F4HSB
3 1 should have sent 2 should have practised 3 should have hired
UNIT 14
Getting started
2 Suggested answers: networking, conference talks, presentations
and seminars, entertainment events for conference-goers
Arranging conference facilities
Listening
Suggested answers
1 numbers of people who are not delegates
2 other people/things
3 an event where there might be traditional dance
4 something belonging toAir New Zealand
5 a piece of equipment
6 something speakers should bring
7 something about the availability of sound equipment
8 a place where
.
exhibitors might have stands
9 something always available
2 1 partners 2 guest speakers 3 Opening ceremony 4 logo
5 computer 6 pen drives 7 on request 8 reception area
9 (Free) refreshments
3 instructions: phone NationalAuditorium, tell them where to put
projector
reason: an urgent meeting
4 Sample answer
Katya
Unfortunately, I've had to take my wife urgently to the doctor,
which means I haven't booked the teleconferencing facilities for
Dr Lung. Remember, her talk is scheduled after the plenary in the
main conference hall at 10 a.m ., so could you please notify the
organisers and book it for then?
Thanks, Piotr
Making the most of business conferences
Reading
2 Suggested answers
A Put a star by theAc;tion Steps.
B Think about what you learned from each session.
C Don't think you shoul<;I go to every session.
D Make sure you meet people between sessions.
Answer key 173

3
C (Don't assume you should go to every event.)
2 C (The greatest benefits of a conference are often
circumstantial ... a chance conversation . ..
don't feel
pressured by the structure.)
3 B (... distil/ each presentation down to a central point.)
4 A (... the Action Steps ... dealt with after the conference. I had
recorded these Action Steps with a star ... )
5 D (Reach out to your contacts in advance and suggest grabbing
an early breakfast together, lunch, or dinner during the
conference.)
6 B (Perhaps there was a specific tip that you could adapt when
you get back to your office ...)
7 D (Encourage each person to invite one or two people that they
deeply respect . ..)
Networking at a conference
Listening
1lg2a3b4cSe6d7hBf
2lf2d3e4bSa
A destination management company (DMC)
Listening
Suggested answer: A specialist company will know destinations,
have contacts, and possibly be able to obtain discounts for
facilities where events will be held. They will know event
organisers. Also, by outsourcing this to a specialist company,
your organisation does not need to devote time and resources to
organising things themselves.
2lC2B3A4BSC6A
UNIT 15
Getting started
1le2d3h4gSf6c7a8b
Talking about meetings
Listening
1le2c3a4fSg6d7b
2 1Martyna:3 2Sasha: 6 3 Mei Lin:2 4Paul:1
A survey of meetings
Reading
Suggested answers
You get facial expressions,hand gestures more easily; they develop
transparency and trust; people feel more comfortable with each
other; deadlines become more important; people make friends
they respect on a personal level; they enable tailored solutions
for business-to-business meetings; they facilitate opening the
relationship,closing the decision,presenting critical information,
moving forward on a project, getting a dialogue started.
2 the two (line 6):video conferencing and meetings held offsite
none of them (lines 20-21):conference calls,etc.
them (line 27):team members
its (line 34):a leading New York-based organization
the majority (line 36): the majority of the organization's customers
one (line 37):a hybrid meeting
ones (line 40): meetings
Both ... e ach other (lines 40-41):face-to-face meetings and virtual
ones
This emerging practice (line 42):hybrid meetings
their (line 47): Sprint-Nextel's
them (line 49):face-to-face meetings
they (line 51):the company
the rest (line 52):the other members of the team
174 Answer key
this (line 60):the mixture of face-to-face and virtual meetings
it (line 64):the dialogue with customers
3 1 C (Instead of looking at video conferencing as an alternative to
meetings held off site, many companies are now combining
the two, as well as using social networking tools as a
powerful follow-up to face-to-face connections.)
2 A ("It's harder to follow cues such as expressions on people's
faces in two dimensions," ... )
3 D (... her deadlines now take on greater importance for her,
because the project is ..a friend and colleague who is now
real to her ... people think twice before firing a colleague or
friend that they respect on a personal level.)
4 B (More and more, companies don't see a black-and-white
divide between face-to-face meetings and virtual ones. Both
are complementing each other.)
5 C (As a result, Sprint trims meeting costs .. . )
6 D ("Social networking is important, because companies can
keep the dialogue going with their customers" . . But getting
it started depends on being face to face.)
Vocabulary
le2d3b4cSa
Looking for solutions
Listening
a:4, 7, 9
b:3, 10
c:1,8
d:2
,
S,6
2 The phrases are heard in this order:
What do you think?; Well,I think .. . ; Yes,and ...; I'm not sure;
Personally,I feel that . . . ; ... don't you think?, Yes, but ...; Frankly,
I think that . ..; That's right; That's true;
Writing
Sample answer
Hello Barry,
I would be happy to visit China during the first two weeks of June. I
shall need to take about 100 leaflets, brochures and catalogues. I will
also need a case containing samples of all our main products.
Could you please let me know what expenses the company will pay
for my trip?
Many thanks
,
Sandra
UNIT 16
Spanish sales
Listening
1
something which produces successful sales
2 a number
3 a place or time
4 something related to customers and centres
S something reps know about
6 something related to customers
7/8 numbers
9 something other than numbers that gives the team an ability to
compete
2 1planning 2SO/eighty 3December 4list 5products
6relationship 75/five 8 6/six 9quality
3 Existing customers - his team builds up a relationship with
customers and visits them five or six times a year.

DF Software
Reading
Suggested answers
1 National sales have risen slightly; international sales have
fallen a lot.
2 Total sales have fallen.
3 Their in-country budget has risen by SO%; their international
budget has fallen by SO%.
4 There is a correlation between rising.and falling sales and rising
and falling budgets.
5 While visits to potential customers have remained the same,
visits to existing customers have fallen.
2 2 past/last 3 make 4 As S However 6 period 7 by
8with 9this 10more 11to 12same 13spent 14them
4 1 a It is thought to be equally effective.
b It was expected to be a more lucrative market.
c They paid Jess attention to existing customers.
d Customers prefer to meet sales staff face to face.
e So that they don't Jose them.
2 aas bonthebasisthat ccanbeputdowntothefactthat
d since e so that
3 by using video conferencing
4 by reducing the budget for the annual sales conference
5 by means of, by
5 Suggested answers
1 I recommend using low-cost airlines for business travel when/
if/where/whenever possible.
2 I strongly suggest that we spend more time meeting customers
instead of writing reports.
3 I strongly recommend that we incentivise sales staff by
awarding prizes when they exceed their targets.
4 I would suggest that we offer our staff a training course to
enhance their product knowledge.
S I recommend that we should hire local staff in international
markets, on the basis that this will save us money.
6 1 make 2 suggest 3 make 4 suggest 5 use
Grammar workshop
Suggested answer: Using the passive avoids saying who made the
decisions; it is more formal.
2 Suggested answers
1 At a recent board meeting, it was decided to increase the
number of sales staff / that the number of sales staff would/
should be increased.
2 Front-office staff are being encouraged to write emails to
customers instead of phoning, as this is thought to save
money / as it is thought that this will save money.
3 An incentive scheme has been implemented, as this is expected
to encourage staff / as staff are expected to be encouraged by
this / as it is expected that staff will be encouraged by this.
A report on the use of private company jets
Listening
3lG2B3D
Writing
1 1 Chart 1 shows the number of flights taken by top managers
over the last two years and the number forecast for next year.
Chart 2 shows what the flights were used for.
2 Sample answer
Report on the use of company aircraft by senior managers
Introduction
The reason for writing this report is to summarise and recommend
changes in the use of the company aircraft by senior managers at
Florentino International.
Number and purpose of flights
The number of flights per year has risen from 56 last year to 63 this
year, with 80 expected next year.
Last year, the aircraft was mainly used to meet with clients (56%).
Although this year the majority of flights have been for internal
meetings, this is expected to change next year, when the plane will
be used to meet customers on 60% of occasions.
Recommendations
We need to use the plane Jess, since the travel budget has been
reduced. I therefore recommend that the plane should be used
exclusively for meetings with key clients, as this boosts the
company image. Furthermore, managers should switch to using
scheduled airlines to go to internal meetings.
GRAMMAR WORKSHOP 4
Modal verbs: perfect forms
1 could/should have asked 2 could/should have stayed
3 could have rested 4 might/may/could have been
5 might/may/could have made 6 might/may/could have just
dialled 7 could/should have told
Referencing
Suggested answers
1 .. . especially ones / those / the ones
2 ...touseit.Thatiswhy...
3 ... and this will lead .
4 ... and this has meant that they ...
5 . ask them what training they need.
6 ... with a client, we usually email each other to summarise . .
Passives
... has been sent to head office.
2 ... will be opened by the Minister for Industry.
3 ... must be submitted by 19 March.
4 ... have been taken by the Board of Directors this morning.
5 ... are being interviewed for the job at the moment. / . .. for the
job are being interviewed at the moment.
6 ... of finished articles are rejected as substandard.
7 ... was opened by mistake.
8 ... must always be kept in a locked safe.
2
... to fall next year due to increased competition.
2 ... are expected to rise by 50% in the next six months.
3 ... been announced that profits have reached record levels.
4 .. . reported to be losing money.
S ... by most people to be an excellent human resources
manager.
6 ... to meet its deadlines.
7 ... to be bringing out a new smartphone.
8 ... items in our product range should be replaced.
UNIT17
Social media and customers
Listening
1
an adjective which describes how websites are to use
2 people who can be reached by websites
3 something which is communicated
4 a link or relationship between companies and customers
S a type of employee
6 a number
7 something new
2 1 cheap 2 younger consumers 3 brand message
4 conversation S (unemployed) actors 6 25 million
7 special offer
Answer key 175

Vocabulary
1 1 miss 2make 3make 4make Sconducted
2 1 run 2hold 3place 4made Sconducted 6make
?making
32d3b,c4b,dSb6d7c8c9a10a,d
11C,d 12a
4 1 make 2do / carry out / conduct 3arrange/hold/schedule
4carry out / implement 5set/meet 6arrange/schedule/set
7attend
5 Suggested answer
Dear Igor, Martyna and Tatania
Petra has asked me to organise a meeting in her office to discuss
Felicity Bannerman's research into how we can use social media.
Can you please let me know a day and a time which would suit all
of you?
Thanks
Sasha
Some ways of using social media
Reading
Suggested answers
1 mistakes 2employees/workers; aims/goals/objectives
3Internet 4customers; ends/aims/objectives 5teaching/
development/education 6external; business/organisation
7listen to 8 using
2 1 C (. .. acknowledge your mistakes ...)
2 B (... how they use social media within their global
organisation to align all their employees to their overall
business objectives.)
3 D (Research published by Proctor and Gamble stated that an
influencer's story spreads up to one million times within
their social network on the Internet within one year.)
4 A (Your strategy can then be to marry your business objectives
with your insights into your customers.)
5 C (... you can help them by providing everything from hands­
on classroom work to virtual instruction, from written guides
to recorded video and webinar-style sessions.)
6 D (... making use of external influencers in the
marketplace. These people have three characteristics:
they like to try new things because they are new, they are
intrinsically motivated, and they share stories with friends.)
7 A (Your social strategy should include an element of listening
to what is already being said in the space.)
8 B (... u se of social tools across all business functions, from PR
to marketing to customer service.)
3 1 mistakes 2people who work for you / employees;
objectives 3Internet 4customers; objectives 5instruction
6external; organisation 7listen to 8 use
Grammar workshop
3the4the5the6the7-8-9-10the
An email enquiry
Writing
1 1 Suggested underlining
introduce our company, say why we want to use social media,
find out if she can help, how much she charges
2 2 1 that 2correct 3open 4to Swith 6the 7make
8 a 9 employing 10 correct 11 about 12making
3
told me this firm was good / consultancy has been
recommended to us
help /assist
how much she charges / what your fees would be
2 Bill's email is informal; Katrin's is more formal.
176 Answer key
UNIT 18
The green office
Reading
2aFbFcT
3 Suggested answer
Paragraph 2: saving electricity by switching off your computer
Paragraph 3: using standby mode
Paragraph 4: printers still with us
Paragraph 5
:
ways of saving printing costs
Paragraph 6
:
sharing computers
4 Suggested underlining
B Once you have finished with the documents
C tosetthisup
D these measures
E Clearly this is not the case
F An obvious solution would be / power it down
G In addition
52F3C4ESB6A
Vocabulary
2b3e4gSa6f7dBe
Grammar workshop
1 Due to 2due to the fact that
21b2a3a4b
3 1 Dueto/Owingto/Becauseof
2 dueto/owingtoIbecauseof
3 because / due to the fact that / owing to the fact that
4 because / due to the fact that / owing to the fact that
5 DuetoIOwingtoIBecauseof
4 1 The reason why; is 2cause 3result in 4The reason why;
was Swas caused 6result in
Reducing waste
Vocabulary
1 way 2method
2 1 methods 2way 3way 4method(s) Sway 6method
?way
Writing
1 1 Because of 2amount 3grateful 4ways Sgive
4 Sample answer
Dear colleagues
Due to rising costs, we need to cut down on the amount we waste
in this office. Can you tell us how to make the office more efficient?
The prize for the best idea will be two cinema tickets.
Looking forward to your suggestions!
Rajiv
5 Sample answer
HiRajiv
I think staff generally need to keep their desks tidier. If they do
this, they will find papers and other documents more quickly and
it will make the working environment more pleasant for all staff.
Hassan
An environmental consultant
Listening
2
planning new buildings and the impact of the new buildings on
the environment
2 a science degree and a Master's in environmental science
3lC2A3A4BSC6B

UNIT 19
Getting started
I a optional part-time working b career breaks
c flexible working hours
2 Suggested answers
Benefits of the changes
For the company:
• Staff may be less stressed by outside "'ctors, and therefore
more efficient/effective.
• Possibly less sick leave and other absences.
• May be easier to retain staff, who, due to external
circumstances, might otherwise leave.
• Easier to recruit staff.
• Generally, lower costs
For staff:
• Less stress.
• Better work-life balance.
• Ability to combine working life with family commitments.
Staff reactions
Listening
2IF2H3B4CSE
Reading a report
Reading
IA2C3B40SA6C7C809BIOB110
12B 13C 14C 15A
2 1 to summarise staff's reactions to changes
2 No, these are summarised. Normally a report would be
accompanied by tables with the figures.
3 Yes
4 The company should go ahead with the changes (under
Recommendations).
5 Yes, also in Recommendations.
Vocabulary
le2a3b
2lg2f3e4cSa6b7d
Grammar workshop
1 for 2about 3with 4me 5 to
2 1 eomplaiHt complained 2askyot1 more ask you for more
3teH--tltttt tell you that I say that 4staff fer a meetiHg staff to a
meeting 5 tell abot1t tell you about 6agree to ffl')l agree with
my 7agree "itll tile agree to the
Calls to HR
Listening
I 1 the name of the department
2 a complaint about something which is too slow
3 something he needs to do
4 something to change
5 a place for lunch
6 reason for meeting
7 a type of manager
8 something to calculate
9 something in the staff survey
10 something to be a member of
11 something or someone from each department
12 a type of website
2 1 logistics 2internet connection 3track goods
4service provider 5 staff canteen 6working conditions
7assistant sales 8 expenses 9proposals 10 working party
11 one/Irepresentative 12social media
3 Suggested answers
2 they have/had to (be able to) track orders in real time.
3 changing our service provider.
4 to lunch (in the staff canteen).
5 the meeting being held was to discuss working conditions.
6 changing the way expenses are calculated.
7 with most of the proposals in the staff survey.
8 to be/form part of the working party.
9 each department sending/that each department send one
representative.
A survey report
Writing
I Suggested answer
Chart 1 shows where staff feel the offices should be located; Chart
2shows staff opinion about office design or layout; Chart 3shows
staff opinion about artificial light.
4 Sample answer
Report on staff survey
Introduction
The purpose of this report is to summarise the results of our staff
survey into the company's offices and make recommendations.
Staff preferences
Just under half of staff (46%) said they preferred new offices in
this district. Although more than half of employees asked for open­
plan offices, managers told me they needed to have their own
offices in order to have privacy and quietness. The vast majority of
workers also stated that their productivity would increase if their
desks were placed near windows.
Recommendations
On consideration, I would recommend first that we renovate
our current premises. Despite the disruption, the costs will
be considerably lower than the alternatives. We should also
accommodate managers in their own offices, while making the
office for the rest of the staff open plan. Unfortunately, the shape
of the building will not permit everyone to work with natural light.
UNIT20
Getting started
Suggested answers
Advantages
The company may:
• reduce costs (e.g . labour, land, premises)
• benefit from more flexible working practices
• achieve higher productivity
• be able to produce higher-quality products
• have access to more advantageous labour laws
• be closer to markets
• pay less tax
The receiving country
• increased employment
• higher tax revenue
• generation of wealth
2 Disadvantages
The company may:
• be more vulnerable to political changes
• find offshore operations more difficult to manage/control
• attract negative criticism, e.g. employing people at lower rates
of pay abroad
• have higher transport costs due to its operations being more
widespread
• have difficulty guarding company secrets/security
The receiving country
• may be vulnerable to changes in company policies, external
market factors
Answer key 177

When should we outsource?
Reading
reduced costs, chance to focus on what you are good at
3 I A (. . . to let them foclLS on the functions they specialize in.)
2 D (... bring the actual cost of a full-time employee to nearly
double their base salary.)
3 D (" .. . outsourcing your legal might mean a bi-weekly
teleconference with an attorney you couldn't possibly afford
to hire full-time. " )
4 B (... entrepreneurs often come to his firm when they find they
can't answer banks' questions about issues such as cashflow
projections.)
5 B ("Your potential cost savings are totally tied to the type of
industry you're in and the complexity of what you're trying
to do," ...)
6 C (... offshore contractors may require more time to manage
thanks to differences in time zones, language, and culture.)
Outsourcing IT
Listening
2 Suggested answers
1 more need for good people, growing, becoming more complex,
coding of systems has been offshored, cloud-based IT, no need
for companies to have their own data centre and servers
2 computer science, but not necessarily
3 understanding of technology, business understanding and
ability to communicate with people
4lB2A3C4CSA
A proposal for outsourcing
Writing
2
b (more formal, less colloquial and therefore more suited to a
formal proposal)
2 b (same reason as in 1)
3
past
2a
4 1would have saved 2had not been infected
3had not broken down; would have completed
4would have delivered; had been
5 Suggested answers
If a round-the-clock emergency hotline had been available last
year, we would have had an instant solution to our problems.
If staff had received IT support and training last year, they would
have worked more efficiently.
If we'd used IT Remote's website hosting service, it would still
have been necessary to design the website itself.
6 Sample answer
Proposal for outsourcing IT
Introduction
The purpose of this proposal is to recommend an external IT
service provider from the two we have investigated.
DataDo
Although DataDo's charges are comparatively high, they include
all our requirements for running our website in their fee. If we
chose them, this would produce cost savings, since we would
not have to staff resources to this job. They also provide systems
protection and emergency services, and if we had had these last
year, they would have prevented the disastrous virus infection.
IT Remote
This outfit is a low-cost alternative. Among the services they
offer is staff training. This would have been useful last year, but
since our staff are now fully trained, this is no longer of interest.
Although they provide web hosting, they do not do web design. If
they did, their services would be more interesting.
Recommendations
I recommend we employ DataDo, as their services are more
tailored to our requirements.
178 Answer key
GRAMMAR WORKSHOP 5
Definite article
3-4the5the6-7-8-9-10
-
ll the 12the
13the 14- lSthe 16the 17the 18the 19the 20the
2 2to �ourletter to the letter 3of a marketiHg of the
marketing 4all doeumrnts all the documents 5 that our Hevv
that the new 6Ma:H The fall 7correct 8OH a same on the
same
Tense changes in reported speech
I
he/she found travelling to work at peak times stressful and
time-consuming.
2 the new scheme was introduced, he/she hoped he/she would
be able to take a career break.
3 had always wanted to travel round the world.
4 we/they could provide on-site nursery care for pre-school
children.
5 in his/her last job, they (had) used flexitime, and it was / had
been very successful.
6 I/we/they introduced the changes, he/she might decide to
work part time.
2 1arrives/arrived 2would sell 3wants 4 would install
5 wouldn't/couldn't go; finished / had finished 6had sent /
would send 7would be
Third conditional
would have rearranged 2had given 3would have signed; had
been 4had raised; would have stayed 5 had offered; would
have bought 6would not have broken down; had followed
2 Suggested answers: 1we wouldn't have had a cashflow problem.
2we had installed a good anti-virus program.
3we had had sufficient sales budget.
4we wouldn't have fallen behind with production.
UNIT21
Getting started
I 25 2 8to 16 3thousands 491% 5 about 85%
64toI00 768%
From satisfaction to loyalty
Reading
2 ideas mentioned in the article which make customers loyal to a
company:
• good relationships between your employees and your
customers
• the value of the product they are buying
• ease of doing business
• your staff's responsiveness, integrity, trust and professionalism
• having staff who are highly motivated, highly engaged
• staff have necessary customer-service skills
3 1 C (... when your ClLStomers have a strong bond with you ...)
2 B (... people are your key competitive advantage.)
3 B (... the impact that customer loyalty can have on your bottom
line ...)
4 D (The top factor is value: 'Is this company's product or service
having a positive impact on my business? Do I have a strong
return on investment?')
5 A (... it's hard to Ire different from your rivals beca1LSe best
practices spread across an ind1LStry very rapidly .. .)
6 D (.. . empowerment, which means that organisations need to
empower employees to make decisions and take risks ...)
Vocabulary
If2h3d4cSg6b7aBe

Grammar workshop
1 which/that/- 2 which/that/- 3 which/that; which 4 who
5 which/that/- 6 which/that 7 where 8 which/that; who/that
Encouraging customer loyalty
Listening
1 service desk 2 comment card 3 loyalty card
4 (local) schools 5 rural areas 6 computer equipment
7 sample shop 8 shopping experience
A staff meeting
Writing and speaking
1 1 out 2 the 3 which 4 which/that 5 where 6 who/that
2 Sample answer
Dear Simone,
I'm afraid I shall be unable make it on time for the meeting on
Friday as I have a meeting with a client on the other side of town at
one o'clock. However, I should be able to get there by 2.30.
My apologies.
Karl
UNIT22
Training in customer communication skills
Reading
2 Suggested answers
1 Satisfying/requirements by understanding how they are
thinking
2 customers/tell other people
3 writing skills
4 more certain/professional abilities
5 how/body language affects clients
6 ways of dealing with difficult clients
7 better service
8 using/popular media
3 C (To address your customers' needs, you must be able to see
things from their point of view, ... )
2 C (Word of mouth is the cheapest and most effective way of
marketing your business and extending your customer base.)
3 A (... how email can be used for effective communication with
your customers.)
4 B (... practise customer-handling skills ... enabling a confident
return to the workplace.)
5 A (... how non-verbal communication is interpreted by
customers.)
6 C (. .. learn how to handle awkward customers appropriately.)
7 B (... u nderstanding of customer expectations and the skills to
exceed that expectation)
8 D (Call centres and internet sales are the fastest-growing
operational departments for many organisations.)
Voeabulary
I lgood 2large 3 wide
2 The following do not form correct collocations:
2 most significant 3 big 4 important 5 big 6 high 7 big
8 important 9 big
Customer communication at Not Just Food
Listening
1 Suggested underlining
2 original purpose / website 3 demonstrates / commitment to
clients 4 take trouble I small clients 5 avoided / dissatisfied
customers
2lB2B3C4ASB
3 1 By giving a discount when it costs less to do the work than they
originally quoted, and by swallowing the additional cost when
it costs more.
2 By being fair (see answer to previous question) and by helping
small clients who initially made them little money, but who
then grew.
Turning complaints to your advantage
Reading
2 It gives an opportunity to build a stronger relationship with
customers, increasing loyalty and business, improving reputation,
improving services.
3 (with reasons based on Grammar workshop 6 explanations)
l it (not emphatic and no distinction needed between two things
already mentioned)
2 This (referring to the last thing mentioned - the opportunity for
a stronger, more profitable relationship)
3 it (not emphatic)
4 This (to refer to something we're going to say)
5 that (emphatic)
6 this (to refer to something you are going to say)
7 This (to refer to the second of two things - in this case, how
they can be rewarded)
8 this (emphatic)
UNIT23
Getting started
Vocabulary
1 most recent
2 l latest 2 latest 3 last 4 latest 5 last 6 last
3 1thelatest 2thelast 3thelast 4thelatest 5thelast
6 the last
A letter about a new service
Reading
I1B2C3D4C5B6D7B8A9A10D
2 1 The letter has a heading after Dear Mr Miiller. Note: in the US,
the heading normally comes before Dear Mr Miiller; inBritain,
a comma (,) or no punctuation is used after the name, while in
the US a colon (:) is used; in the US, titles like Mr. and Mrs. are
written with a full stop.
2 valued
3 we shall be offering the same level of service
4 trouble-free
5 contact me personally
Writing
2 Sample answer
Dear Mr Rodriguez,
New Services from TopTen Leasing
As a valued long-standing client of TopTen, I am sure you will
be interested to know that we are extending our leasing services
to the whole of Europe. This means we guarantee to deliver the
equipment you require anywhere in Europe within 24 hours of you
placing the order. Also, for each seven-day lease, we will give you
one free day. I enclose a leaflet detailing our service.
As you already know, we make sure that all the equipment we
supply is in perfect condition, so you can be certain to start using
it as soon as it is delivered.Also, as a premium customer, you are
not required to pay a deposit on the equipment you hire.
If you would like to know more about this service, or if you would
like to take advantage of it, please do not hesitate to contact me
personally.
Yours sincerely,
Answer key 179

An email from a dissatisfied customer
Reading
1 2etwith 3PastLast 4-wlwwhich 5etto 6ftflthe
7 Alth<:ltlgh However 8 ./ 9 tast latest 10 they which
11 it this/that 12 ./ 13 more extra 14 ./ 15 mover
16ttftOtflet' other 17 ./ 18 it which
2 1 Yes: when, where and the exact nature of the problem
2 Yes: especially if it caused injury, cost money or lost customers
3 Yes: this is essential, otherwise there's no point in writing the
letter.
4 No: not unless it is related to the problem which occurred
5 Perhaps: but you should be careful about not angering people
by threatening too much, and you should not make absurd
threats which you will never carry out.
6 Yes: if this is true.
7 No: not necessary.
3
(paragraph 2); 2 (paragraph 3); 5, 6 (paragraph 4)
Grammar workshop
Suggested answers
1 You delivered the wrong model. As a consequence (of this), we
had to send it back.
2 Some of the goods were damaged. As a consequence (of this), we
lost an important order.
3 You were late sending the information. This meant that we missed
an important deadline.
4 There were several mistakes in the invoice. As a result, we had to
spend a day sorting it out.
5 You sent the components to the wrong factory. This meant that we
had to stop the production line for an hour.
6 Two of the pieces were broken.Consequently, we had to return
the entire consignment.
Preparing a letter or email of complaint
Listening
1 Remind them 2 five/5 days 3 the results 4 problem-free
Writing
2 Sample answer
Dear Mr Sarawi,
Late delivery of documents
I am writing to you to express my dissatisfaction with your
document-delivery service.
Last Monday, we asked you to deliver some important legal
documents to our clients in Katowice in time for a meeting with
our lawyers on Monday morning. The documents did not, in fact,
reach them until four o'clock on Friday afternoon, with the result
that we had to cancel the meeting and reschedule it for this week.
This nearly resulted in us losing an important contract.
I would like to remind you that we are a long-standing client of
yours and that we rely on you to provide us with a trouble-free
service. I must emphasise that we will only continue to use your
service if deliveries continue to be problem-free in the future.
Yours sincerely,
UNIT24
Working in another culture
Reading
2 Suggested answers
Paragraph 2: How to find out if you're suited for international work
Paragraph 3: The difficulties of getting an international posting
Paragraph 4: International workers' difficulties
Paragraph 5: Advice for working in a new culture
Paragraph 6: Adapting to new conditions
180 Answer key
3 Suggested underlining
1 assessments I conducting business
2 problems / Thus, the choice / not be taken lightly
3 to even pass this first hurdle
4 the rigors of a foreign assignment and foreign culture
5 inter-culturally sensitive way/ What we may assume/ constructs
6 will not be business as usual / Added to the complexity
4 Suggested underlining
A they
B Instead, most difficulties
C However / refuse to see things this way
D It will instead contain
E Only then will they be allowed
F This
G-
52B3E4ASF60
Speaking
2
1 need to be culturally sensitive 2 learn the language
3 fit into the new context
2 1 You'll irritate people, won't work effectively. 2 If not, you'll
have problems, people will misunderstand, get impatient.
3 You need to understand things from local point of view.
3 Russia: managers more autocratic vs USA: consulting and
discussing
3
I think there are three things which are essential when taking
up employment abroad.
2 a Firstly, Secondly, Finally
b because, If you don't, You see
c To take a personal example
d If you bear those things in mind
Grammar workshop
1 1 good 2 use 3 worth 4 problems 5 point 6 difficulty
2 Suggested answers
1 asking I applying to I going to
2 applying I going I trying / interviewing
3 attending I going to / holding
4 giving I showing
5 buying I ordering / installing
6 finding I succeeding in / making a success of
Working in China and working in Europe
Listening
2IC2C3A4BSA6B
Writing
2 wifl get/gain 3 kJww learn 4 ./ Siflterestiflg interested
6htStlatest 7./
2 Sample answer
Dear colleagues
This is to say that we are looking for three members of staff to
work in our Guangzhou office for six months to gain experience
ofChinese working methods and to integrate our operations more
closely. Those interested should apply to me by email by the end
of this month.
Thanks
GRAMMAR WORKSHOP 6
Relative clauses
1 2 which 3 factory, where 4 which/0/that 5 which 6 whose
7 which/that 8 January, when . .. force, and 9 which/that
10 which/that 11 Klein, which 12 manager, who is very
accommodating, is 13 whose 14 proposal, which 15 What
16 when/that

2 2prcigramme that programme, which 3what which 4that
which Sreernitment that recruitment, which 6whieh who/
that 7seheme vvhat scheme, which 8 empl<J�eesvvhieh
employees, who I employees who
Which pronoun: It, this or that?
1 This/That (emphatic) 2this (referring to the second thing
mentioned in the previous sentence - being late, not the computer
problem) 3that (conditional) 4It (not emphatic) Sthis/that
(emphatic) 6This (something more to say} 7 that (conditional)
8 It (not emphatic)
Expressing results
1 meant / resulted in 2means 3As a result I As a consequence of
this / Consequently 4mean / result in Smean I result in
6As a result / As a consequence of this I Consequently
WRITING REFERENCE
Levels of formality
2 show 3satisfactory 4pay back Swith reference to
6agree with 7I look forward 8 asap 9Meeting's Fri
10 dashes
2 Email 1 is more formal: uses Dear ... , no co ntractions, formal
phrases such as pleased to inform, complete sentences.
Email 2is less formal
:
uses Hi ... , incomplete sentences, informal
phrases (mix-up, not confusion).
3 2Jess formal 3more formal 4more formal Smore formal
6more formal
4 2Jess formal 3more formal 4Jess formal Smore formal
6more formal
S 1 good 2bad 3good
Short emails
A to find out when he'll get the information he needs
B to change the time of a meeting
2 A He needs to give a schedule to their Chinese suppliers.
B A client's visit has been rescheduled.
3 The information which she will send.
4 Because he is writing to several colleagues or his team.
s He wants his colleagues to confirm that Friday afternoon is OK
for the meeting.
6 Because he is causing his colleagues inconvenience.
2 1 Hi 2Dear 3first name 4appropriate Steam 6Cheers
7 Kind regards 8 closely
3IA203F4CSB6E
4 1 as 2to 3it 4as Sby then 6However 7because
8 but 9this 10 it 11 and 12Then 13that's
s A less formal B less formal C less formal D more formal
E more formal F less formal
6 1 No problem (F)
2 I hope you are well (D)
3 as we have an urgent job to finish (A); I'm meeting with the
customer in two days and need to have an answer for them by
then (C); as their end-of-year accounts are due (C); because we
are hoping to take on more staff (D); The reason for this is that
it will give them flexibility (E)
4 I have been asked by the organisers if you could (E)
S Let's check our diaries (A)
6 If you like, I would be happy to (E); I'll give our client a quote
this afternoon (F); I'll get the job done tomorrow if that's all
right (F)
7 Thanks for the emails yesterday (B); discussed in the emails
below (C)
8 When will you send me . .. ? (B); Have we managed to backdate
the accounts ...? (C); Please advise ASAP (C); I would certainly
appreciate any information that you might have (D)
Memos
C (and possibly B, E and F)
2 Suggested answers
A Visit from Japanese delegation
B New training directives
3 1 to 2so 3them 4order Stherefore 6this 7this
A letter of Invitation
addressing the addressee by title and surname; no contractions;
Jong words (e.g. academic qualifications, combined); Jess common
words (e.g . unique); no abbreviations; complete sentences; formal
phrases (e.g . I would be very grateful if ...)
2le2d3a4b
3If2g3e4hSi6c7bSa9d
A letter applying for a job/grant, etc.
Suggested answers: 1, 2, 3, S, 6, 8 and 10
2ld2e3a4cSb6f
3 Paragraph 1: 1, 2, 3
Paragraph 2
:
5,6
Paragraph 3: 8
Paragraph 4
:
10
A letter of enquiry
1 Suggested answers
1 Paragraph 1: to introduce the company, its activities and
importance
Paragraph 2
:
to explain why he is writing - the product he needs
Paragraph 3
:
to enquire about prices, installation, discounts
and training
2 Because he is speaking for the company, not as an individual.
3 Indirect questions - they're more formal and polite.
4 Because he is talking about an imaginary or hypothetical
situation in which they might place an order.
A report on a survey
1le2c3d4bSa
2 Aand Bhow Cwhich Dwhich Ewhile Fafter Gwhich
H whose I so that J even though
3 1 more formal
2 She uses an impersonal style until the last section when she
says I would also recommend. An impersonal style is more
formal and serious. The personal recommendation shows that
she supports it.
3 the number of visits, the sales, enquiries and number of
respondents to the questionnaire
The first figures show how important the website is, and the
number of respondents gives a comparison with the number
of visitors and shows how representative their answers
might be; in the third section, the figures give an idea of how
representative certain comments were.
4 a Introduction b Our website: the figures c Our website: the
figures d Findings e Conclusions and recommendations
A personal report
1 On the whole 2Moreover 3However/Unfortunately
4There was also a tendency 5 Although 6UnfortunatelyI
However 7For example 8 However
2 1 I found the store to be tidy, clean and attractive; the staff ...
were welcoming and helpful; visiting the store was a pleasant
and satisfying experience; The store offers a generally excellent
level of service
2 directions and other written information ... should be made
clearer, and steps should be taken to make the music less
intrusive.
3 are issued; should be made; should be taken
Answer key 181

Proposals
I a solution to a problem
2 1 Introduction 2Customer complaints 3 Possible solutions
4 Employing extra staff; Outsourcing customer care
SConclusion 6Conclusion
3 2 concerning 3 irritation 4 monitor S adopted
6 attended to 7 a significant cost 8 outlines 9 arise
10 resources 11 require 12 issues 13 generate 14 concern
A short proposal
I 1Dueto 2before 3sothat 4until Salso 6who 7This
8 this
2la2d3c4eSb
3 He is using could and would (the second conditional) for a
hypothetical solution to a problem.
EXAM SKILLS AND EXAM PRACTICE
Reading Paper Part 1: Exam skills
I 2 Your sales can continue their upward trend even in a difficult
market.
3 You can read about how companies with falling sales became
successful again.
4 Unlike other books on this subject, this one makes enjoyable
reading.
S You will learn how to exploit resources in your company which
you were not aware of.
2 Suggested answers
2 Your sales will continue to rise, even when it is difficult to sell.
3 You can read about how businesses which were doing badly
were rescued.
4 Other books on this subject are boring. This one will give you
pleasure.
S You will learn how to use positive aspects of your company
which you did not know existed.
3IA2B3B4ASB
Reading Paper Part 1: Exam practice
IC203B4CSA6B7A
Reading Paper Part 2: Exam skills
2 B For this reason, there is some evidence that franchises are less
likely to fail than other business start-ups.
C l:!fl advice is you should set clear limits as to how much you
are prepared to risk when you set up in business and how
much you are ready to work.
D In other words, unless you have a strong concept, your
business is likely to fail, and you are likely to be left out of
pocket.
E Some franchises might als.o charge towards the costs of their
advertising.
32B304ASC
4102B3A4E
Reading Paper Part 2: Exam practice
8C 9F 10A 11B 12E
Reading Paper Part 3: Exam skills
2
2 2 prompted Tim/ start/ own business
3 Professor Keep say about apprenticeships
4 Adecco, young people/ taught the ability
S point/ Tim I final paragraph
3 B (Tim had always known he wanted to do something 'hands-
on' ... )
182 Answer key
2 A (His newly gained finance and management skills, coupled
with his craft skills, gave him the confidence to go it alone.)
3 D (. .. the most successful education systems in Europe combine
apprenticeship and higher-education career paths ...)
4 A (... called for financial acumen . .. to form a core part of
curricula from an early age.)
S B (He believes that had there been more awareness of the
so-called 'real world' during school, learning the business­
savvy skills needed to make it beyond getting a degree, he
would have had the confidence to go it alone far sooner. And
so might many of his classmates.)
Reading Paper Part 3: Exam practice
13C 140 lSB 16A 17C 18B
Reading Paper Part 4: Exam skills
102B3C
2IC2A3B
3lB2A3B
Reading Paper Part 4: Exam practice
19A 20B 210 220 23B 24A 25A 26B 27C 28B
29D 30A 31C 32D 33B
Reading Paper Part 5: Exam skills
I 1the 2being 3still 4your Sfor(1st) 6yet 7to(2nd)
8 for
2 1the 2it 3up 4for(1st) Scorrect 6more 7it 8the
9 of 1O correct
Reading Paper Part 5: Exam practice
34BY 35 WHEN 36 THAT 37CORRECT 38 IF 39ARE
40CORRECT 41 AS 42ALSO 43 WI TH 44 SINCE
45 EXACTLY
Writing Paper Part 1: Exam skills
I a You have to go to a meeting with suppliers next Monday.
Write .an...ema.il to an assistant you know well:
• explaining why you will be absent from the office
• saying when and how long you will be away
• requesting her to deal with customers while you are away.
Write 40-50 words.
b Quite informal - it's a colleague.
2IA2A3B4BSA
3 1 The first answer is more suitable.
2 Less formal: contractions; less formal vocabulary such as out
of, a couple, etc.; phrasal verbs such as deal with
More formal: no contractions; longer, more formal words such
as approximately, attend to, etc.; fewer phrasal verbs
3 so, while I'm out, in order to, As a result, in my absence
4 a You are the Human Resources Manager of a company and you
have decided to change some working practices. You want to
hold a meeting with staff.
Write a memo to staff:
• telling them the reason for the meeting
• saying who should attend
• informing them when and where the meeting will be held.
b 1 We shall 2 holding 3 inform 4 proposed
S working practices 6All staff 7 attend 8 take place
Writing Paper Part 1: Exam practice
Sample answer
Unfortunately, due to exceptional costs at theAmsterdam TradeFair
which we had not budgeted for, we are €1,730 over budget. Could
you please therefore make every effort to reduce expenditure by
phoning clients instead of visiting them in person whenever possible
until further notice.
Many thanks

Writing Paper Part 2: Exam skills
1 has 2to 3" cannot/(can't) 4on 5 that 6would
7that/it 8to/for 9sincerely/(truly)
21c,f2h,m3a4i,n5j6b7k,I8g9e10d
3 a 1with reference to 2and would be interested to have
3and at present 4Firstly 5 for example 6I would also like
to know 7 and whether 8Finally 9so that
Writing Paper Part 2: Exam practice
Sample answer
Report on customer communication problems
Introduction
The purpose of this report is to summarise our recent customer
communication difficulties and to suggest a solution.
Customer complaints
Our customers have given us feedback on a number of areas of
discontent. Firstly, they complain that we flood them with direct mail,
most of which is thrown away unread and is therefore ineffective.
Also, our helpdesk is too slow answering calls, causing them to ring
off. Finally, several customers mentioned our assistants' generally
unhelpful attitude, which causes irritation.
All this has led to a number of our former customers telling us they
no longer shop with us, resulting in a 20% drop in sales over the last
year.
Recommendation
To remedy these problems, I would strongly recommend that we
implement a customer-care training programme for all customer­
service staff.
Listening Paper Part 1: Exam skills
d 1Fareham International 2(an) invoice 3never/not
ordered 4mobile (phone)
2 1 plus/+ commission(s) 2exhibition space 3business
events 4new clients
Listening Paper Part 1: Exam practice
l warehouse
2 factory
3 research/Research
4 discount
5 team(-)building
6 feedback forms
7 motivation
8 presentation skills
9 testing/test(s)
10 delay (the) production
11 increase output
12 stock level(s)/stock(s)
Listening Paper Part 2: Exam skills
1 A campaign, copy, target audience
B container, delivery, warehouse
C bonus, deductions, payslip
D application, program, systems
E application, candidates, post, vacancy
2lC2B3A
3le2b3a4dSf6g7c
4blA2E3C
Listening Paper Part 2: Exam practice
130 14F lSH 16A 17E
18F 19H 200 21E 22A
Listening Paper Part 3: Exam skills
1blB2C3A
Listening Paper Part 3: Exam practice
23C 24C 25B 26A 27A 28C 29B 30B
Speaking Paper Part 2: Exam skills
2 a 1Firstly 2For example 3Another important thing is
4So 5 I mean 6A further point 7This way
8But, to conclude
3 1 Well, I'm going to talk about when ...
2 Firstly, ... ; Another important thing is ... ; A further point is
that ...
3 For example, ...
4 I mean, ...
5 But, to conclude, .. .
6 employees, management experience, knowledge of the
product, knowledge of the market, competitors, target
customers, working knowledge of finance, sales forecast,
estimate your costs, make a cashflow prediction, loan or
overdraft, customers
Speaking Paper Part 3: Exam skills
3 a A: Do you agree?; What do you think?
B: I like that idea; I think that's a good idea because .. ; Yes,
and ...
C: I'm not sure; Well, maybe; Yes, but ...
Answer key 183

Transcripts
UNIT1
CD01 Listening, page 10
WI = Wolfgang Meyer, CS = Cannen Segovia
WJ: Skills Development College. Wolfgang Meyer speaking.
CS: Hello, my name's Carmen Segovia. I 'm calling from
Forrest Insurance Company to make enquiries about the
company training courses you run.
WJ: OK, let me take down some details. How do you spell
Forrest?
CS: F-0-double R-E -S-T .
WJ: ... double R-E-S-T . OK . Um, what sort of course are you
looking for?
CS: Well, we'd like a course in advanced computer skills
and we were wondering if you do that sort of thing. The
course is for a number of graduate trainees we've recently
taken on.
WJ: Well, we do standard courses, which are four hours a
week for ten weeks, or we can offer you tailor-made
courses adapted for your particular needs.
CS: Yes, that sounds more what we're looking for. We're really
thinking of a more intensive course for just one month.
WJ: That's fine. We can design a programme which meets
your requirements - you know, your learning goals and
training budget.
CS: Right. All the training you give is practical, hands-on
training, isn't it? I mean, it's not just theoretical, is it?
WJ: Yes, all very hands-on. All students work on their
individual computers. Can I suggest we send around our
director of studies so she can analyse what you require?
Then we can design a course to suit you and give you an
exact quotation of how much it'd cost.
CS: That'd be great. When can your director come?
CD02 Role-play, page 11
M=Man,W =Woman
M: OK, um, shall we imagine we work for a software
company with a hundred employees?
W: Fine. So what should the course include? I suggest that on
the first day, we should explain what the company does
and how it's organised.
M: Yes, that's a good idea. Um, we could also spend some
time introducing people in the company, so that they
meet them and learn who they are and what they do.
W: Yes, and how about getting them to spend two days
learning how our computer systems work?
M: Good idea. That way, when they go to their jobs, they
won't always have to ask other people. And I think
another useful thing is to explain what to do when they
have a problem-
W: -for example when they want time off, or they're off sick
or something.
184 Transcripts
M: Exactly, so that they know what the procedures are and
how to deal with them.
W: Good idea. Do you think the course should be internal or
given by an external organisation?
M: Well, why don't we ask an external organisation? That'll
mean that staff don't have to give up time to work on the
training course.
W: I'm not sure. I think that it should be given by people
within the company who know how everything works.
Outside people won't know.
M: Mm, maybe, but the problem is that internal staff will
need a lot of time to prepare the course and give it, and
that'll distract them from their normal work.
W: Yes, but it's still probably cheaper than getting someone
from outside to give the course.
M: Yes, possibly. Um, I'm not sure I agree though. Do you
think the trainees should do the course in working hours
or in their free time?
W: I think it depends how many hours they do each day. If
the course is going to be all day, it should be in working
time. If it's just a couple of hours, they can do it in their
free time after work.
M: I don't agree. I think they'll be very tired after work.
W: You may be right. OK, what about holding the course for
two hours every day, from nine to 11 in the morning?
M: Ah, I think that's a good idea - and we can then get
different members of the staff to do sessions with the new
recruits here in one of the meeting rooms.
W: Fine, that's agreed then.
M: Yes.
UNIT2
CDoa Listening, page 13
I = Interviewer; C = Christina Bunt
I: What do you most like about your job?
C: I suppose the most enjoyable for me is training because
it's what I started out doing, so it's the, er, bit that I enjoy
most ... um, there's not many things that I dislike, to be
honest. I suppose, um, the most challenging part of it
is when you're talking in the area of discipline or, um,
sometimes the firing part ... Um ... That's . .. one of our
major considerations is getting the right people in the right
job to start with. If you, if you employ the right people,
you don't have a problem managing them once they're
in the ... the workplace. Um, our cashiers, obviously
customer service is our ... our major selling point when it
comes to our company. Um, if you employ a cashier who
is naturally friendly, naturally smiles, naturally polite, it's
not a problem. If you try and teach them to be polite and
to smile, it doesn't necessarily work ...

I: And how did you get into this line of work?
C: Um, I originally worked, er, trained as a nurse, um, when
my daughter was born, needed a part-time job and, um,
took a part-time job with Tesco. I used to work nine hours
a week on the checkouts, er, covering lunch reliefs. And
then they offered me an evening checkout supervisor's
job which I took, and then .. . I took a full-time job, went
into training about 15 years ago. I've worked with them
for 22 [years], so, yeah, about 15 years ago I went into .. .
as ... into a job as a training manager, which is a kind of
natural progression into personnel. So I did the training
job for about four or five years, and then took my first role
about ten or 11 years ago.
I: And where do you think you might be workwise in ten
years? Where would you like to be?
C: Where would I like to be? I actually would like to still be
working in personnel. Um, the career progression within
my firm does tend to try and take senior team through to
store management, but it's actually something that I'm
not particularly interested to do. Um, I prefer the people
side of the business and I would like to either be still in a
personnel role in store or in a regional role as personnel.
I: Now, if someone came to you and said, 'I've ... I've got a
job interview, what should I try and make sure I do?' Can
you give three tips for good interview technique?
C: Um, I suppose the first thing is to keep in mind that the
first impression sticks, um, and I'm not looking for people
to turn up to interview with me with .. . in a three-piece
suit looking as if they've just stepped out of a fashion
plate, but ... tidy but comfortable, um, and that first step
towards the person who's going to interview makes a
huge difference if you're quite prepared to smile and
be open and shake a hand, and sometimes for young
people that can be really difficult because they're not
used to a formal greeting ... And to be totally natural and
not try to put yourself forward as something that you're
not. Because it's too obvious in an interview situation
when you're, when you're trying to pull the wool over
someone's eyes.... Um, talk about the things that you
like and talk about the things that you're good at, because
you do that naturally, if there's something that you're
really interested in, even if it's got nothing to do with the
job role that you're actually going into, the enthusiasm
will come across. Um, I'll always know that I'm talking to
somebody that's going to be enthusiastic about whatever
I put in front of them, because they're enthusiastic about
things that they like in their normal life.
G)o4 Listening, page 14
Speaker 1: Jane Milton
I love being able to work out what a client needs and ...
and do it. And I love, you know, having an idea for a new
food product for them and then seeing it, you know, in a
supermarket, or, um, writing something and then having loads
of emails from people because they've used that recipe so
much and they can't believe how easy it was, or a whole lot of
different things.
Speaker 2: Amanda Hamilton
I absolutely thrive on the freedom, just being able to make,
you know, my own choices. It is, as you said, a lifestyle
choice, although you probably end up working slightly more
hours than you did working for a corporation, but you sort of
somehow don't mind those longer hours because it's fulfilling.
It's your own project, your own baby and there's also a sense
of pride, I think, when you can make your own decisions.
Speaker 3: Rob Liu
We do, um, recruitment and we also do career coaching, that's
targeting the Chinese-speaking jobseekers in the UK. Um, it's a
lot of challenge, but it's quite interesting because I, I quite like
the sort of 'people element', um, of it. You see people, sort of,
improve, really, within a short, quite a short time sometimes.
That's very, um, inspiring, I think. Um, it's, it's good to get to
see people, um, making positive changes in, in their life.
Speaker 4: Adam Evans
... so that is my long-term aim - to make every single
individual in this 30 - you know, in this team of 30 - to be the
best, whether it's people who work in marketing, or whether
it's somebody who is doing the paperwork, or whether it is
somebody who visits, or it's an area manager. And so while
they're doing the day-to-day business, what I'm doing is I'm
getting their future ready, so when they arrive, there's a job
there for them, and that's what I enjoy - that's one of the main
things.
Speaker 5: Harriet Barber
Um, I like the diversity of projects because we always work
with different clients and on different projects. We also work
on very large-scale projects, so we're working on things like
Crossrail and the Olympics, and lots of urban generation in
London. And so it's exciting to see, like, how these projects are
progressing, and all of the effort that goes into them, and that
sort of thing, so that's really nice to see.
UNIT3
G)os Listening, page 17
P = Presenter, J = Jurgen, M = Marta, A = Alex,
L=Luli,I =Ivan
P: So, finally, let's have some advice from each of you about
how to go about getting that first job, the one you've
studied so hard to prepare for. Jurgen?
J: My advice is this: especially with the first job, prospective
employers want to get a complete picture of you, not just
what you've been studying and your holiday jobs. So,
include a section in your CV for the things which you like
doing in your free time. These say a lot about you, and
may make you a lot more interesting than all those other
kids who just spend their evenings going to the pub or
listening to music.
P: OK. Marta?
Transcripts 185

M: I was reading somewhere that, in the US, more than
80% of applications nowadays are made electronically -
human resources officers don't want the trouble of having
to file lots of applications, so what comes by snail mail
goes straight in the bin. What goes into the computer is
there in front of you at the click of a mouse.
P: Thanks for that, Marta. Alex, what's your advice?
A: Well, I agree with everything I've heard so far, but one
thing I'd like to emphasise is that you've got to make
yourself as attractive as possible to a potential employer,
so make your good qualities stand out. On the other
hand, don't ever tell a lie, because it'll catch up with you
in the end - you know, you'll be found out. And when
that happens, the only thing you'll achieve is a feeling of
embarrassment.
P: That's good advice. Luli, it's your turn to offer some
words of wisdom.
L: Words of wisdom!? Mine's just plain common sense
and comes from long experience of non-native speakers
writing applications in English. Get someone to look
it over before you send it, someone who speaks the
language well, preferably a native, because it's such a
pity to lose that all-important chance for a job interview
because of some slight grammatical mistakes - and they
do make a difference to the impression you're giving.
P: Good point, Luli, and I couldn't agree more. What about
you, Ivan?
I: Frankly, I agree with everything that's been said in the
last five minutes. You know, I get pages and pages of
applications every week, and I find it hard to sort people
who are genuinely interested in working for us from
the ones who just send the same application to every
company on the Internet. So, though they all have names
and addresses, they don't all get replies. My advice is
to follow up that application with a call to ask if your
application has been received and to show that you really
are interested. It makes all the difference, and chances are
you'll get invited in for a chat.
CDos Speaking, page 19
Adam Evans
Understand and do the research, because, urn, the impression
.. . when somebody comes in and they talk about your
organisation, even though they've never worked there,
and they know that you've been, you know, you've been
around for SOO years, and you know that you're the leader
in Asia and you know this, it's quite 'wow, this person has
done the homework!' And it gives the impression that the
candidate is really interested in the job, and that is wonderful,
I mean, we just adopted a baby panda in China, you know,
from the Chinese government gave it to us, and somebody
in an interview actually brought that out. That was really
quite surprising. I didn't expect that at all, and so my .. . the
impression of that candidate was suddenly 'this person's
interested,' you know - it's not just another job. Another piece
of advice is, and I know it's difficult, is to be themselves, first
and foremost. And how can you be yourself in an interview?
186 Transcripts
That's the other thing, because you're not, because you're
nervous ... but let them ... look at the interview process as,
urn, if they were talking to me - who's the most nervous? Is
it me or the candidate? Because I don't know the candidate,
and I need somebody for a position, and I would like them
to work with me, but I have to sell that image. Now, on
the other hand, they're nervous because they have to sell
themselves, as well. So I see it as a kind of 50/50, and if they
can have that in mind - that it's a 50/50, the company needs
them - it's not just, you know: 'Will I get the job or won't I
get the job?' It's 'Is the company really good enough for me?'
Because they're important people, and if they've got to the
interview stage, then they're on the way, they're on the way.
And so . .. and ask questions, if there's any doubt or anything
they don't understand, ask questions. And smile. Important.
Really smile. Be pleasant, but be themselves - definitely be
themselves.
Harriet Barber
I think one of the most important things is making sure that
you understand the company, and what they do, and what
their values are, and if possible emailing and contacting them
by some way. Sometimes, they often won't reply, but now
and again, they will put you in contact with someone who
will answer your questions; and the more you know, the more
likely it is that, that you will understand them and you'll be
able to portray yourself in a better light. I did, urn, a month
or so work experience there before I started, just because I
emailed someone and they said, 'Yes, you can come in.' And
then when I applied for my job, part of the forms said: 'Do
you know anyone in the company?' So, I could put all that
information down, and then when I was interviewed, I could
talk about things I knew from the company, and they already
knew who I was. And so it was like I'd had, like, a month-long
interview, and they were much happier about taking someone
that they were able to try, sort of, how they work first before.
Otherwise, they've only met you for about two hours and
they're, like 'Well, I'm not really sure. '
UNIT4
CD01 Getting started, page 20
I = Interviewer, C = Chandra
I: So, why are first impressions so important in business?
C: Well, you know, I think all our activities in business are
driven by objectives, whether it's to get that first job or to
achieve a sale, and I think psychologists generally agree
that it takes only about seven seconds for someone to
form their first impression of you before you've even had
a chance to open your mouth!
I: And a first impression is very hard to change, isn't it?
C: Exactly - once it's been formed, you have to work much,
much harder to change it. So, how you dress, the way
your hair looks, even how clean your shoes are matters
-
and so does your body language. All these things tell
people things about your attitude before you even get

down to business. In fact, it accounts for SS per cent of
the impression we form.
I: Interesting. What other things influence our impressions?
C: The sound of your voice accounts for 38 per cent of the
first impression, and surprisingly, because it's the thing
we probably worry about most, the actual words we're
going to use only account for seven per cent of the first
impression.
I: In other words, it's not what we say, but how we say it.
C: Quite - but even more, how we look when we're saying
it! It's all very subliminal and instinctive.
I: And how does that work when you can't see the person,
say, you're on the phone?
C: Well, that's interesting. Even on the phone, the actual
words you choose are not nearly as important as the
tone of your voice - it works at about 70 per cent for tone
and 30 per cent for choice of words - so those sort of
subconscious things are really crucial.
I: Thank you.
G)os Listening, page 20
R = Receptionist, A = Alexei
R: Princes Hotel. How can I help you?
A: Good afternoon. My name's Alexei Kutzov, and I'm
calling from Moscow. I want to book a meeting room
while I'm in Geneva.
R: OK, sir. Let me get your details first. Could you give me
your name again, please?
A: Yeah. It's Alexei Kutzov, that's K-U-T-Z-0-V .
R: Fine, Mr Kutzov. And can you tell me the name of your
company, so I can put it on the invoice?
A: No problem. The name of my company is Top Flight
International.
R: OK, and what size room would you like? Our smallest
meeting rooms hold about ten people and our largest
about 150.
A: The smallest is fine. We'll be u
,
sing it for job interviews
- w e 're looking for staff for the office we're opening
in Switzerland. Um, there'll be three of us plus the
interviewees.
R: And when would you like the room for?
A: I was hoping for May the 13th - that's in a month's time.
R: Right, sir. Um, I'm just checking availability. Um, yes,
that's fine.
A: Good. Um, could you let me know the rates, please?
R: Sure. Um, they're taken by the hour, and we charge 40
Swiss francs an hour.
A: OK, well, I'd need it all day actually, from nine in the
morning through to about eight in the evening, although I
hope we'll finish earlier than that.
R: OK, that's fine, sir. And is there anything else you'd like
while you're hefe, Mr Kutzov?
A: Well, um, we're going to be interviewing eight candidates
for a job, so could you provide tea and coffee during the
day for interviewers and interviewees? Several of them
will be travelling down from outside Geneva.
R: No problem. We look forward to seeing you then,
Mr Kutzov.
A: Thanks. Bye.
R: Goodbye.
G)og Listening, page 22
J = Juanita, V = Vasily
J: Amposta Metals, Human Resources Department.
V: Hello. Could I speak to Juanita Camps, please?
J: Speaking.
V: Good morning. My name's Vasily Kasankov. A friend
of mine suggested I phone you because she told me you
might have a vacancy for an office administrator.
J: Yes, that's right. We haven't advertised it yet, but we'll be
needing somebody.
V: I see. Do you mind if I ask you some questions about the
job?
J: No, not at all. Can you just hang on a sec while I get the
details of the job up on the screen ... That's it. Now, what
would you like to know?
V: Can you tell me if the job is full time or part time?
J: Well, we haven't finalised details yet, but I imagine it'll be
mornings only. Would that suit you?
V: Yes, very much. I'm interested in finding a job for while
my children are at school. And what would the job consist
of?
J: Basic office administration, typing letters and reports,
bookkeeping - that sort of thing. Do you have any
experience of office work?
V: Yes. I worked in an office for ten years. When would the
job start?
J: Let's see. At the beginning of September, I imagine.
V: OK, and how should I make my application?
J: Could you make it by email, please? It's so much easier to
process that way.
V: Yes, of course. Could you give me your email address,
then, please?
UNIT5
010 Listening, page 28
CB = Christina Bunt
CB: Tesco were actually the first supermarket to introduce
an own brand, and it was Tesco tea, um, when ... and
that was before the supermarkets .. . um, the main reason
for it, I would imagine, er, started off as overheads .. .
if you're not paying a premium to another supplier to
produce that brand. You also have much better control
over the brand, the product that's going into the packet,
and you also get recognition, so if Tesco produce a
particularly good biscuit or a particularly good kind of
coffee, you're building up all the time customer loyalty,
because they've got that Tesco brand in their cupboard,
and it's good, and they'll go back to that store to get it ...
Some are cheaper, some are more expensive. Tesco Own
Brand Finest, for instance, may be more expensive than
Transcripts 187

a similar product, but it'll be much better quality, and
Tesco will be able to control that quality. Um, our value
brands are branded specifically to be at a better price, and
we can do that because we're a large business that, you
know, has an awful lot of product going through it.
UNIT&
8 11 Listening, page 30
I = Interviewer, AH = Amanda Hamilton
I: Now, just explain exactly what chai is and how you came
about it.
AH: Chai, um, is actually a generic word for 'tea', and in India,
chai has been drunk for centuries in the same way that
we would drink a normal cup of tea. It's a blend of spices
.. . mixed with milk, sugar and black tea, and in India it's
traditionally boiled on_lhe side of, um, train stations in
huge woks where they've freshly boiled the ingredients
and offer chai to thirsty commuters coming into the train
station. In America, as they do, they've westernised
the chai recipe and created many chai latte flavours,
ready-to-drink chai options, um, and you can get chai in
most groceries, delis and cafes in the US. The reason I'm
mentioning the US is because that's where I discovered
chai, not in India, and I ... I should probably go back a
step in that I actually had created mobile tea bars, um, at
train stations in the south-east ... So the idea was to create
upmarket tea bars where commuters could have coffee,
but have a nice range of maybe fruit teas, herbal teas, and
this chai was the perfect addition to our diverse menu.
We researched the market a lot and found very, very few
people selling it in this country, um, but the only people
that were were importing it from America. Problem was,
it cost a fortune to exp. .., imp... import, and the supply
chain kept breaking down and so customers would, you
know, get .. . get very annoyed with us. So really, the .. .
the ... the decision to try and create my own chai was
born out of just supplying my own tea bars, not really
anything wider than that ...
I should say it took a year in development .. . Some of the
early recipes were horrible, you know, and the beauty
of having the tea bars was that you had a mini market­
testing tool and that I could take the recipes straight to the
tea bars and let the customers decide because they're the
most important people ...
.. . we'd reached the point where the customers either
couldn't tell the difference between mine and the .. . the
US version, or they preferred it and that was good enough
_l.o me. We stopped the US supply, and I started solely
supplying my own tea bars ... if I was producing chai
for my customers and they were enjoying it, why could
that not be expanded on a glo.. . you know, wider scale,
um, possibly selling to other cafe bars or, you know,
even retail in supermarkets, so I decided to, um, to just
approach supermarkets and just see what they thought,
sent in samples to, er, Tesco, really not expecting
188 Transcripts
much back . .. and, um, got a call back to say that they
absolutely loved the samples and would be interested in
meeting me, and so last summer we went in, um, to have
a meeting with the buyer and pitched, you know, my, my
research in the US and how I thought it would be placed
in the UK, and he offered, um, 230 stores nationwide
straight away, at which point my mouth dropped rather
like yours is now, and, um, that was a massive turning
point obviously because at that point I had to get a brar1d
and packaging like really quickly in about six weeks, and
I didn't have a designer, and it was all just full on for that
period of time.
8 12 Listening, page 31, Exercise 2
I = Interviewer, AH = Amanda Hamilton
I: What do you think was most important, or is most
important when launching a new product?
AH: Checking, testing that there's a sufficient market for it.
I mean, are .. . are enough people going to want your
product? Because there's no point in launching something
that you're not going to have customers for, so that's
why the tea bars were a perfect market-testing tool for
me because I could have launched a flavour or drink that
I thought might, you know, have been nice, but had not
tested it on any customer base, so although it was a small
market-testing tool, it was effective.
8 13 Listening, page 31, Exercise 5
I = Interviewer, AH = Amanda Hamilton
I: What promotional activities have you done?
AH: Um, we've had write-ups in, um, Slimming magazine,
Delicious ... m o st of the women's magazines, which
is great . . . in the FI' this weekend there was a piece,
um . .. about me, which was great. Um, I mean that's
obviously a really high-profile newspaper, so, um, it's just
all about, you know, raising awareness to try and, you
know, increase sales ... Er, in terms of, er, getting new
customers, we have one strategy, and that is sampling.
Um, the more people that can try the drink, er, the more,
you know, customers we'll get because it is unique taste.
So we do, um, a number of, um, sampling shows; we
did the BBC Good Food show last . .. last year, er, and
sampling out on the road ... and pick, you know, festivals
or .. . er, large areas where there's lots of people . .. I don't
have big budgets for advertising, so, um ...
I: I mean presumably you use your website a lot.
AH: Mm, yes, yeah, absolutely. It's like, um ... it's like your
shop window, um ... to .. . to the world, because, you
know, the Internet brings us all together, you can receive
interest and possibly ... hopefully orders. I looked at
that .. . that . .. that �achet on magazine thing and you're
looking at sort of over a hundred thousand for a .. . for a
run and some of the big players, they just have so much
marketing spend, and my product is sitting on the shelf
next to these big players. How do you compete? It's a real
challenge to ... to compete with, you know, a moderate
budget. I recently did a .. . a show at, um, the London

Food Fair, where we did some sampling of 'ice chai',
actually becausr, um, it's all very well launching a hot
drink, but then, you know, what do you do come the
warmer months?
UNIT7
G:)14 Listening, page 35
M = Marcel, T = Tasha
M: Lucerne Design. Marcel Schaub speaking. How can I help
you?
T: Hello, Mr Schaub. It's Tasha Markova here from
1OOpercentdesign.
M: Oh, lOOpercentdesign. Good to hear from you, go ahead.
T: You sent me an email the other day asking about prices.
I thought I'd just ring you to give you the information.
M: Right. Fine. Let me just note it down then.
T: Here it is. Floor space at the exhibition, which runs from
the 22nd to the 25th of September, costs between £295
and £340 a square metre excluding VAT. The difference in
price depends on when you book and whether you want
us to supply a basic stand.
M: OK. And can you tell me if there are any other costs?
T: Sure. On top of that, you'll have to pay £115 for
insurance. That's a legal requirement. And you have to
pay £300 in advance as a registration fee.
M: OK, and when's the last date for registration?
T: The 13th of June, but you'll be leaving it a bit late by
then, as the best places will've been taken.
M: Mm. And how would you like us to pay?
T: By bank transfer. I'll send the bank details to you by
email.
M: Right, thank you.
T: I'll also email you a floor plan so you can see the spaces
which are still available. The sooner you choose and
reserve one, the better.
M: But didn't you say by the middle of June?
T: Yes, but for actual locations, we work on a first-come­
first-served basis.
M: Ah, I understand. And when do we have to pay the full
amount?
T: The deadline for that is one month before the exhibition
starts ... in other words, the 22nd of August. After that,
your reserved space can't be guaranteed.
M: OK. I've got all that. Thanks, Tasha. I 'll discuss this
information with my boss and get back to you. Can I have
your phone number, please?
T: Yes, it's 01399 445378.
UNITS
G)1s Getting started, page 38
Karl
I think you just have to be, erm, there's a very, sort of thin line
between being pushy and being persuasive, and I think you
have to be very, very polite. When someone's obviously busy,
you need to give them the time and, and call back another
time; but, at the same time you shouldn't just give up on the
first reversal, you do need to continue and continue.
Adam
First of all, it's planning, so it's, you know, which clients you
want to go to, with what product you want to take them, why
you think they're interested in it, what information you're
going to give them and when, what kind of follow-up, what
kind of event you'll organise for them ... It's a whole sequence
and it's on the day-to-day - how you phone them up, make an
appointment with them. But if you're . .. and it's also believing
in what you're selling to them, as well. I think to be persuasive
you have to know what you've got in your hands, and you
have to understand the philosophy behind it, the needs of the
client, that's what makes it persuasive, and the way that you
present it, as well.
Rob
Right, um, I think, first of all, it's the ability of, er, being able
to listen to your client, um, to be able to understand what is it
that they are really looking for, and what are their needs, um,
essentially. And also to be able to communicate with them,
and, um, and during that conversation, to actually make them
aware that, um, you know, what you can offer could be the,
would be the best, um, solution to what they need.
Duncan
We'll go out for lunch with people, and coffee maybe, and
just get face to face with them, build, build that relationship.
So, first point then, do you like somebody? So you've got to
be likeable. Um, do you trust this person who you're going
to allow or not allow to persuade you? So, you've got to be
trustworthy, I think, and you've got to, you've got to, um,
therefore, um, be honest, I think; um, not everybody in
business is, but when you speak to people who are senior,
they tend to be honest guys who, um, who will tell it how it
is really, in, in ... And also, know their limits. So, if, if, if you
don't know something, it's fine to say you don't know, and say
you'll go away and learn it - that's absolutely fine. But if you
try and blag it or pretend that you know, then you're not going
to be trusted by the person you're talking to.
G)1e Speaking, page 38
J=Jack,H =Helga,S =Susie,M =Mark
J: Hello. Good morning. Helga Marcovitz? My name's Jack
Zhou, and this is my colleague, Susie Chen.
H: Hello. Nice to meet you. So you managed to come. That's
great.
S: Hello. Nice to meet you, too. So this is your stand. Very
smart! Thanks for inviting us, by the way.
H: Well, we've been wanting to talk to you people for some
time, and we like people to see our stand at a fair. Did you
have a good trip?
J: Yes, thanks. Very good.
Transcripts 189

S: Yes, the airport's so convenient for this fair. Lovely city,
isn't it?
H: Yes, lovely. Where are you staying?
S: We're staying at the Ritz, in the city centre.
H: Oh, good. They say it's the best hotel in town. When did
you get in?
J: Just last night, but not too late.
H: Oh, good. Now, can we show you a few of our products?
Take a seat if you like.
J: Thanks. Busy, isn't it?
H: Incredibly, and it's been like this all week. This £air's
getting more popular every year. Now, would either of
you like a cup of coffee or tea before we get started?
S: Yes, please. I could really do with a cup of coffee myself.
What about you,Jack?
J: Er, tea for me, please.
H: Fine. I'll just send one of our people out for it. Mark! Can
you bring two cups of tea and one cup of coffee, please?
M: Sure.
G)11 Listening, page 41
H=Helga,J =Jack,S =Susie
H: Hello. Back again!
J: Yes, we've been doing a bit of thinking, and we've
decided some of your products could interest us if the
terms were right.
H: Well, that's good news. Which items are you thinking
about in particular?
J: Let's start with the CorkPops, shall we? I think we might
be able to sell some of those, if only for novelty value.
H: Well, I'm sure you'll have no difficulty in selling quite a
lot. How many are you thinking of?
J: Well, we thought we'd start with 200 or so to see how
they go.
H: Just 200? I think 2,000 would be a better number.
J: Two thousand!
H: Sure, because I think you'll find they sell really well.
J:
Look, I'll tell you what: if you took 2,000, I'd take back
whatever you couldn't sell after a year at the price you
paid for them. How does that sound?
Two thousand on sale or return? Yes, we'll accept that if
we can agree on the other details.
H: Great!
S: I'm a bit worried about the price you're asking, because if
we bought the CorkPops at €12 each, we wouldn't make
any profit. We'd have to spend quite a lot on promoting
them, you know.
H: So, what do you suggest, Susie?
S: We'd like to pay €9 a unit.
H: Um ... well, I can agree to €10 per unit if you buy other
products from us as well.
J: OK. I think we could go to €9.50 if you gave us a discount
of S % on sales of over 2,000.
H: You mean, if you place a repeat order, you'll want a S %
discount on the price we've just agreed?
J: That's it.
190 Transcripts
H: Agreed - I've noted down those details and I'll send you
an email to confirm things.
J: Fine.
H: Now, what else can I interest you in?
J: Well, let's talk about the Battery Peeler.
H: Great, I'm sure we'll be able to offer you something ...
UNIT9
G),a Listening, page 44
P = Presenter, L = Lisa, N = Naiara, M = Matylda
P: Good evening. Tonight on Building Your Future we talk
to three women who have made a go of starting their own
businesses. We talk to them about the excitements and
risks of running your own business and find out what it
takes to be an entrepreneur in the 21st century. But first,
we ask them why they started up their businesses in the
first place. First you, Lisa. Why did you decide to take the
plunge?
L: Well, you know, my mother's Italian, although I was
born and brought up in Wales. Anyway, I noticed that,
in my home town, most specialist food shops had closed
down in the last few years, and there was nowhere you
could buy handmade pasta. So, I thought, here's my
opportunity - no competition and a really good product -
so, on March the 1st last year, I opened my own outlet.
P: Great, and you're doing well.
L: Really well.
P: And you, Naiara? What inspired you to become an
entrepreneur?
N: I'd worked for an airline for 20 years in marketing, that
is, until the end of last year, when I was made redundant.
Suddenly, in my forties, I found myself, you know, with
nothing to do. I mean, I found that pretty traumatic and I
thought 'I don't want this to happen to me again. Perhaps
I'd better take charge of my own future.' So, at the
beginning of February, I bought into this franchise with
my redundancy money. It's actually a travel agent's, as a
matter of fact, and since then, I've got to say, I've ... I 've
never looked back.
P: Gone from strength to strength.
N: That's right. Best thing I ever did.
P: Can you explain, for those listeners who don't know,
what a franchise is?
N: Sure. Basically, it's your own business, but you buy
the right to sell the products of a large franchising
organisation - you know, you pay fees and part of your
profits and you use their logo and benefit from their
marketing. McDonald's, the fast-food chain, is one
example. Each restaurant is, in fact, a small business.
P: Thanks, Naiara. And you, Matylda, why did you decide to
go it alone?
M: I'll tell you. I 'm one of those people who's ready to work
really hard, but quite honestly, I was tired of being a
secretary. You know, my boss would say, 'Can you
organise this meeting for ten o'clock?' or 'Can you type up

this report by tomorrow?' and there I was, working really
hard and JlOt really being appreciated. I wanted to be
doing so�ething with a bit more excitement, where I was
taking some risks, not just organising meetings and typing
up the same old things all day.
P: So, Matylda, if I can continue with you, how did you go
about setting up your business? Where did you get the idea?
UNIT 10
G)19 Listening, page 48
J = Jane Milton, I = Interoiewer
J: My name is Jane Milton, and my business is called Not
Just Food.
I: And what does your company do?
J: Gosh. We .. . w e do a mix of food-related marketing things
from recipe-writing to preparing food for photographs to
organising exhibitions ...
I: And what market research did you do before launching
your company, and how did you go about it?
J: Gosh. I was quite lucky, actually. I, um, was told about an
organisation called the Training and Enterprise Council
at that time, um, who ran business start-up courses, and
J went on one of those, primarily really because at the
end of it, they would help you to get any funding you
needed, and you stood a better chance of getting money
from a bank if you'd done one of their courses. Um ...
and I had a great, the two men who tutored me through
the eight weeks, I think, of one or two hours at a time,
um, they were incredibly rigorous about the setting up
of my business and how realistic my business plan was,
and they made me phone ... cold-call companies to ask if
they would use my services if I did this kind of work. And
I nearly made myself ill doing it, I really hated the idea
of doing it. But I phoned people and said, Tm not trying
to sell you anything, I'm trying to do some research. Can
you give me five minutes to answer some questions?' And
some people said, 'Phone back another time,' and at that
time I phoned back and about 50 % of those initial people
that I interviewed became clients when the business
started. So it was a great system.
I: So really there's nothing to beat doing your own ...
doing your own market research rather than employing
someone else to do it?
J: I think that's probably right, I mean, I'm sure a market­
research company could have done some, but even in
the office when somebody else answers the phone and
explains what we do, they're less successful at getting
work than I am because I'm just much more enthusiastic
about it, I think. And I think that ... that helps.
I: And, um, what options were open to you for raising
finance to start up?
J: Um, initially I got a small business start-up loan at a very
competitive rate with one of the banks, um, through this
scheme that I'd been on, but, um, I didn't need much to
start. I borrowed a laptop computer from somebody, um,
and I just, you know, made do and I set up office in my
spare bedroom and so my overheads weren't that high
initially, and I also took a part-time job at first, so that I
had enough income just to pay my most basic bills while I
got started.
1: What do you think is important when looking for finance
for a start-up?
J: I think you have to be realistic about how much money
you need, and also realistic about how much you can
afford to pay back, 'cause obviously nobody lends you
it without wanting it back, and so you have to be sure
that whatever you borrow, you could meet the monthly
repayments ...
G)20 Listening, page 51
I = Interoiewer, K = Karl
I: And can you tell me a bit about what your company is,
and what it does?
K: Basically, we're a specialist bearing company; um, we
act as master distributors for a number of American
manufacturers, German manufacturers and also supply
specialist bearings into the nuclear and research
industries.
1: And, er, can you tell us the story of how you set up this
company?
K: Um, it essentially started because my father - who
previously used to work in the bearing industry - decided
he would approach a company to become their agent,
which was Carter. He did some of the work to get that,
into, into, um, process, and basically, because of his age,
he was coming towards 60, I think he sort of backed off of
it, and I spoke to him about it, and it seemed like a very
good idea I would approach the company myself and
to start, um, to run with it. It took about a year's work
unpaid, just trying to build up the business and then
achieved an order that was big enough for me to start
properly, basically.
I: What's important about starting up a new company, or
when you're thinking of a new business venture?
K: I think it's clear to have a, a good business plan. You
need to know, um, what the market is, how you fit into
the market. You need to know what your overheads will
be and all of your costs, um, you also need to know your
profitability. So it would be pointless starting a business
if you didn't have any profitability in it. Um, I think you
need to have something that's an advantage over your
competitors, because obviously there's typically other
people in that market place already, and you need to offer
something different.
I: Carter Bearings supplies bearings to companies in many
different countries .. . how do you find new clients?
K: Well, there's numerous ways. I mean, we actively, um,
look for clients who will use the very specialist products
we have, and we know their market sectors, and we
know how to target them, and quite often it can be just
calling them up; quite often people will find us on Google.
Um, typically the Internet, Google AdWords, having our
Transcripts 191

website show up very highly - because our products are
very specialised, it is very easy to get high Google search
results - we can normally come in top.
I: What would you say is the key to working with clients
whose cultures are different?
K: Understanding, um, what they culturally expect. So,
for example, northern Europe would expect to have a
delivery on time, they'd expect to have a discount if they
pay their invoice within ten days. Um, they typically
don't negotiate pricing - they expect to get the best price
first of all. Whereas, if we were, if we were working with
somebody, for example, in a, a location such as Turkey or
India, they'd expect to have a price given to them which
they'd expect to negotiate down by 50%, at least - so,
essentially, all we do is we give them a 50% higher price,
and then negotiate down to where we want to be.
I: And how do you deal with clients whose level of English
is not very high? Do you have any problems?
K: I think it's definitely a matter of being very clear,
particularly in written emails. People nowadays can
put things through translation tools on the internet, and
so long as it's written very clearly, they can translate it
quite clearly. It's ambiguity that's the problem. And I
think that the thing is, one of the issues, what we find
is that younger people, in particular, like to have this
sort of Facebook, MSN, backwards-and-forwards kind
of email conversations, and that can become very, very
problematic. And also, if you're trying to track back how,
how an error has occurred, you need to go through lots
and lots of emails. It's better to have everything in one
email which is very succinct.
I: What do you think the advantages are of, um, buying
through a distributor, instead of buying direct from the
manufacturer?
K: Local support, um, you can buy in the same currency
as your own currency, if ... a lot of the companies who
I represent are in the USA. The, the fact that we ship
in consolidated shipments means that we'll be more
competitive. If you had to ship just one bearing over, it
would be expensive.
I: And how do you find new suppliers?
K: Um, it's very much a case of we'll try and define
somebody that we can find that was doing something
very specialist, they're not being properly represented
- or not represented at all - and approach them, giving
them our previous, some of our previous history, and, er,
what we think we can do for them, and if that develops
further, it's a matter of negotiating a contract. And as I
said, find a manufacturer who doesn't have any sales
locations in your area or territory, and really negotiate
with them. It's something that's .. . We're always trying to
find a company that we trust, as well. It's, it's very much
a matter of judgement.
I: What do you think the keys are to survival or prospering
in hard economic times?
192 Transcripts
K: Well, we've defined very specialist market sectors,
and we defined the areas where we think are not very
well supported by other companies, or don't have good
coverage on product, or have various other problems.
Um, I think also involved in, in that controlling finance,
there's no need to pay too much for all the services that
you, you require. It's very important to keep negotiating;
for example, we use lots of freight companies, we
negotiate it regularly, um, telephone services. We've
actually grown 40% each year during the recession ... just
by encroaching into different market sectors, specialist
sectors, and even last year we increased our turnover by
67%.
UNIT11
G)21 Listening, page 52
C = Charles, A = Alicia
C: Charles Langley.
A: Hi, Charles. It's Alicia here, Alicia Flores.
C: Oh, hello, Alicia. How are you doing?
A: Fine, thanks, Charles, how are you?
C: Very well. And what can I do for you?
A: Well, it's about your email. I have a few questions I
thought I'd better just clear up quickly before I get down
to investigating.
C: OK, fire away. What do you want to know?
A: Well, it would be useful to know what sort of investment
you're thinking of making in Europe.
C: Well, this is all a bit hush-hush at this stage, but we're
thinking in terms of two million euros in the first year
- that's about 21 million rand at current exchange rates -
for laboratories, equipment and office space.
A: Wow! A major move, then.
C: Sure, but for biotechnology, we've got to be where the
action is, and with a central European location, we should
be able to attract some of the best brains.
A: So there'll be quite a lot of people employed there, I take
it.
C: We thought that we'd start with ten of our own staff
drawn from different divisions around the world, and
then, if things go well, we'll build up to about 60 people,
so the place you find must have room for expansion.
A: OK, I'll look for somewhere with plenty of office space.
Will all the staff be recruited from our other divisions?
C: A few, because we want a bit of cross-fertilisation of ideas
- that's one of our objectives - but mainly recruited in the
local area.
A: OK, that sounds interesting.
C: And we're looking for a manager from inside the
company to head up the new venture, so can you suggest
some people, so we have, say, two or three options to
choose from? It'll be a great opportunity for someone
ambitious - to run a growing operation, I mean.
A: You're certainly right there.
C: And one last thing, Alicia.

A: What's that, Charles?
C: I hear that in some regions in Europe, they offer
government grants for companies thinking of moving
there. Can you check the possibilities and see what's
going? It could save us some money if there aren't too
many strings attached.
A: Sure, I'll get onto all this right away and let you have a
proposal in a few days' time.
C: Great stuff, Alicia. I 'll look forward to that. Bye.
A: Bye.
UNIT 12
G)22 Listening, page 57
PF = Peter Furlong
PF: Good morning, and welcome to the Adelphi Hotel. Thank
you all very much for coming; some of you have travelled
a long way to hear us today, and I hope you've all had
good journeys. So let me introduce myself: my name's
Peter Furlong, and this is my partner, Mark Davies.
The purpose of this presentation, as you know, is to
explain our business plans to you and hopefully to get
you interested in investing in Clock Options Express. In
my presentation, I aim to do three things. First, I'll give
you a short summary of our main business idea. Then I'll
tell you the findings of the market research that we've
been conducting, and finally I'll outline our financial
requirements and plans, which should show you what
a sound and exciting investment Clock Options Express
represents. If you have any questions you'd like to ask,
I'll be happy to answer them at the end of the talk.
So let's start with my first point - our main business
idea: information and advertising display panels. This
idea arose from the observation that in this city and in
surrounding towns, there's a definite need for reliable
and accurate information to drivers and other travellers
concerning the time, traffic conditions, parking and the
public-transport situation, and that this information could
be shown on public display panels strategically situated on
main road accesses to the city and at railway stations.
They'd be paid for by leasing advertising space on the
same public display panels. Now, to move on to my
second point: market research. We started last year by
conducting a survey of over 2,000 motorists who travelled
in this area over a two-month period. Simultaneously,
we commissioned a study of public-transport users.
The findings of these two investigations can be seen on
this chart, which clearly shows that not only would the
display panels attract interest arising from travellers' need
for reliable information, but that they'd also be a major
focus for advertisers who'd be prepared to pay premium
rates for leasing space ...
... and as you can see, our products have considerable
market potential. I think that just about covers the
market research, so let's deal with the third part of
my presentation, which is to explain our financial
requirements and plans. In this chart, you can see a
breakdown of our initial costs into five main areas:
suppliers, premises, equipment, staff and marketing
costs. Now, you'll notice that although we've tried to
keep our requirements to a minimum, there are .. .
.. . and I hope you'll agree that our concept's very valid
and represents an extremely interesting investment
opportunity. Now, if I can just summarise the main points
again, they're as follows: first, we've got an interesting
and useful product which, in this area, is not on the
market at the moment. Second, our market research with
both travellers and potential advertisers shows a clear
demand for our product and a readiness to buy into it.
Finally, our initial financial requirements of just £500,000
in the first year are modest, and the potential return on
investment makes this a very attractive opportunity for
involvement in the start-up of a new business.
So, finally, I'd like to finish off by saying that it's been
a pleasure talking to you all and thank you for your
patience and interest in listening to me. Now, if you have
any questions, please feel free to ask them.
UNIT13
G)23 Speaking, page 63
D = Dimitri
D: I think there are three things which are really important
when deciding whether to travel on business or not.
First, and by far the most important, is meeting your
customers, existing ones and potential ones. There's no
way you can build the right sort of relationship, get them
to like working with you and trust you, persuade them to
buy more of your products unless you meet them face to
face and talk to them. You can't do this nearly so easily
or effectively by, for example, talking on the phone or
video conferencing. Secondly, and also vital, you have
to explore new markets and see what possibilities exist
in different places. The Internet's very good for some
basic research, but if you're going to make your business
grow, you've got to get out there and see the potential
markets for yourself. Finally, and also absolutely essential
in today's global workplace, where your teams may be
spread over several different countries, staff have to meet
together from time to time and get to know each other.
This builds team spirit, helps people to exchange ideas
and allows the company to communicate its values. All
in all, if you want your company to grow, well-planned,
tightly budgeted business travel's essential. And it's
money well spent.
G)24 Listening, page 65
M=Mark,C =Candice,I =Igor,P =Paula,H =Harry,
S = Susan
M: Right, I've called this quick meeting because I've got to
organise the annual sales conference this year and I want
to avoid a few of the pitfalls. I know you've all been to a
Transcripts 193

good number of conferences of one kind or another over
the years, so I'd be grateful for a bit of advice if you can.
What can go wrong, do you think, Candice?
C: Well, I really look forward to conferences, meeting
colleagues from other offices and old friends who've
moved to other jobs and other organisations, and it gets
me out of the office in my working time, so what I really
look forward to is going somewhere exotic, somewhere
I couldn't afford to go to if it was me who was paying.
I can remember a really awful conference held in some
ugly industrial town just because it was easy for most
delegates to get to, when what we really wanted was, you
know, somewhere a bit more unusual. They should've
sent us to South America or the Far East or something.
I mean, it didn't even work out cheaper in the end.
M: Good point. What about you, Igor?
I: I can remember a one-day conference which got off
to a dreadful start because the woman who was going
to give the first speech - very distinguished she was
too - just couldn't handle the technology, you know.
I think she had a PowerPoint presentation prepared,
but she couldn't make it work. Mind you, it wasn't the
computer or anything like that - it was her, and she got
nervous and lost her place and started repeating herself
and it spoilt the whole day, got everyone in a bad, unco­
operative state of mind. She really should've practised a
bit beforehand. It's not that difficult.
M: OK, thanks, Igor. And you, Paula?
P: I can tell you about a conference held in an old
19th-century hotel in Oslo. The place really wasn't suited
to the sort of conference this was supposed to be. For
instance, the keynote speech was in the dance hall, with
everyone sitting on plastic chairs and nowhere to take
notes. They should've hired one of those purpose-built
conference centres. The organisers, I mean - much better:
decent air-conditioned lecture theatres, comfortable
padded seating .. .
M: Yes, but more expensive, I guess.
P: Sure, but it gives a better impression.
H: You're right about that, but I can tell you what most upset
me.
M: What's that, Harry?
H: It was the people.
P: The people? But you go to a conference to meet people,
Harry, be reasonable!
H: No, the people hired to run the conference, you know,
the stewards and receptionists. This was that sales
conference, a number of years ago now. You might
remember it, you were there. They were all so rude
and offhand. I just don't think they'd been given any
training in customer service, so we were lost and fed up.
It completely ruined the four days we were there, and
you know, it was a lovely place. Should've been a great
conference.
M: So, we have to make sure we get the right people. Finally,
you, Susan.
S: It's hard to remember, actually.
194 Transcripts
M: What?
S: I mean it's hard to remember a good conference, in
my case. I hate them all. But, you know, being in a
wheelchair doesn't help. It's not the lifts or things like
that. It's staying in hotels - somehow, they're never
quite right for someone like me. I just find the rooms
unsuitable, too hot or too noisy, things like that, and I
find it difficult to sleep in a strange bed.
M: There are several things there which I'll have to bear in
mind. Thanks, Susan. So what other advice can you all
give me before I go off and start emailing people?
UNIT 14
02s Listening, page 66
Conversation 1
M=Martin,S =Sally
M: South Pacific Tourism Organisation. How can I help you?
S: Good morning. Can I speak to Martin Forbes, please?
M: That's me .
S: Oh, hello, Mr Forbes. This is Sally McBride from Pacific
Events.
M: Good morning. Call me Martin, by the way.
S: OK, and I'm Sally.
M: Right, Sally. What can I do for you?
S: I just wanted to clear up a few details of the conference
events we're organising for you, and then we can send
you an estimate.
M: Right. Tell me what you need to know, and I'll see if I can
help you.
S: Yes, well, first I've got to have numbers - delegates,
delegates' partners, husbands, wives and so on - for the
transport as much as anything else.
M: So far, we've got 550 who've booked up. I don't think
there'll be any more, because the closing date was last
week.
S: Does that include partners?
M: No, I'll have to email you the number of partners because
I haven't counted them yet.
S: Fine.
M: And there'll be eight guest speakers.
S: Eight?
M: Yes, who'll want picking up from the airport by car, not in
your fleet of buses.
S: Right. You'll let me know when they're arriving in due
course, won't you?
M: Just as soon as I know.
S: Now, special events: you wanted a traditional dance for
the opening ceremony, didn't you?
M: Yes, that'd be great - everyone enjoys that.
S: Yes, and it gets everyone in a positive mood after their
journeys. I 'll book the dancers. At the gala dinner, there
are going to be fireworks, I see in my notes.
M: Yes, but you'll have to liaise with Air New Zealand about
those because they'll want the company logo on the
programme if they're paying for them.

S: Sure. Well, I think that's all my queries for the time being.
M: Well, if you need anything else, just pick up the phone or
drop me an email.
S: I will. Thanks. Bye.
M: Bye.
CD2s Conversation 2
H = Hannah, S = Sally
H: National Auditorium.
S: Hello. Can I speak to Sam Fingal, please?
H: He's not in the office at the moment. I 'm Hannah, his
assistant. Can I help you instead?
S: Sure. My name's Sally McBride from Pacific Events, and
I'm calling to find out about equipment at the auditorium
for the conference in October.
H: OK. What would you like to know?
S: Can you tell me what you've got in the main conference
room?
H: Well, it's quite big, so there are no flipcharts or anything
like that - delegates wouldn't see them. Basically, a
screen and a projector.
S: OK ... you say the place is big. Will people be able to hear
the speakers easily?
H: There's a microphone, of course, for those who want it.
S: And what about a computer link into the projector?
H: Yes, we've got that, so just advise your speakers to bring
a pen drive with their presentation on it.
S: OK - I 'll note that down and make sure they do. They're
all old hands on the conference circuit.
H: Good. Anything else?
S: Yes. Um, what about in the meeting rooms? What
equipment have you got there?
H: All rooms have screens and data projectors, and we can
supply good-quality sound equipment on request.
S: I'd better note that down for the information sheet - on
request - just so people know.
H: That's right.
S: Just out of interest, several companies'll be wanting to
put up exhibition stands. Is there somewhere they can do
that?
H: We've got a large reception area which is normally used
for that.
S: Good. And what's the weather like in October? Pretty hot,
I suppose.
H: Quite warm if you're not used to it.
S: So, will people be able to get something to drink?
H: Oh yes. We always offer free refreshments round the
clock to delegates at conferences. It's part of the service.
S: Wonderful.
H: Anything else you'd like to know?
S: No, I think that's just about everything on my list.
Thanks. You've been very helpful.
H: It's my pleasure.
S: Look forward to meeting you at the conference, then.
Goodbye.
H: Me too. Goodbye and have a good day!
S: Thanks. Bye.
0)21 Listening, page 68
Conversation 1
Man: You know it's a pretty intractable problem, the one
we've got.
Woman: I know. We had something similar a few years ago,
and actually we went to Ireland and Strong. You
know, they're based in Boston and they're not cheap,
but actually they sorted out the financial implications
pretty quick, so I'd suggest trying them. If you're
interested, I could give you their number, and I'll tell
you who we found was really efficient, actually ...
Conversation 2
Woman: What you're talking about's exactly the sort of thing
we specialise in!
Man: That's what I thought, and actually, you were
recommended to me by Jerry Linklater, so if you'd
like to do the job, we'd be delighted to give it to
you. We'd pay you more than the market rate,
I guess, though I'd have to clear those details with my
colleagues, of course.
Conversation 3
Man: No, I feel that after five years in this job, it's time
I was moving on and doing something a bit more
challenging.
Woman: Well, for the sort of work you're looking for, I'd have
thought Lyle Parkers would be ideal. In fact, I know
someone in human resources there, and if there's an
opening in marketing, I'm sure he'd know. Would
you like me to give him a ring? It'd be better than you
cold-calling.
Conversation 4
woman: Well, the service you're offering is great, of course,
but it's the way you brought it to market that was
really clever. It's such a neat idea - in fact, I wish
we'd thought of it ourselves ... not that we'd want to
copy you!
Man: Thanks, Maria! Yes, we're pretty proud of that one.
Corwersation 5
Man: Well, I think your ideas are really interesting! We
should talk about this some more.
Woman: I'd be happy to. And I'm sure we could do some
pretty profitable business together. How about fixing
something up where we talk about this properly? It's
too noisy here, and there are too many other people
around. Are you going to be in Amsterdam soon?
Otherwise I could fly over to London. It's not that far,
and it'd be a pity to let an opportunity like this slip.
Transcripts 195

©2a Listening, page 69
I = Interviewer, C = Charlotte
I: Can you describe, um, Pacific World to me .. . what
exactly is it?
C: Pacific World is a destination management company,
um, they have offices all across Asia, South-East Asia and
China. Um ... a destination management company is a
company that basically, when you go on holiday or you
organise an event in Asia, they are the people that handle
all of the ground arrangements, so if you were on holiday
and arranging, um, tours, transfers, hotel accommodation,
they are the people behind the scenes that organise those.
I: And are they also for business travellers?
C: Uh, not so much business travellers, but for event
management agencies ... if you are an event management
agency in the UK organising a conference or incentive
over there, you will always use a DMC - destination
management company - to do that because they have
all the local relationships, they organise all the dinner
venues, they organise all the creative ideas to make your
event special.
I: What sort of company might use you?
C: Um, someone like, er, World Event Management or,
um, various different companies .. . probably names that
wouldn't be that well known because they're agencies,
usually about ... maximum 100 people, um, so it could
be marketing agencies with an event-management side
to them. But the people using those are people like
pharmaceutical companies, IT companies, who would,
um, use an event-management agency to organise their
annual conference for their staff or incentive for their
sales staff, um, that kind of thing.
I: What's the biggest, um, event or conference that you've
organised?
C: We're just working at the moment on a conference to ...
it's a corporate company that have come to us to organise
a conference for all of their worldwide staff in Shanghai
. .. it's for 1,500 people. So for them, we then have to ...
because they don't know, um, China, they don't know
Shanghai, and they know that we do, um, we've then
sourced all of the accommodation and the meeting space,
so you're talking about several hotels for that size group,
all within close proximity to the convention centre, um ...
I think China, more than anywhere, is based very much
on relationships, nothing ... no business is done on a
phone call or an email, you can't phone up and say: 'Have
you got availability for this?', they will .. . you have to
take them out for lunch and talk weeks in advance, um,
for things. So, um, so I think in that sense, China is one of
the places where you absolutely have to use a destination
management company, you can't get in through another
angle, um, but yes, so for them, apart from organising all
the meeting facilities, all the, um ... then you'd have to do
transfers from the ... all the hotels, a social programme,
which will involve different, um, evenings' entertainment
with a big ... I think they've got a big 'welcome' dinner on
196 Transcripts
the first night and a big gala dinner on the last night, um,
but because it's all different nationalities as well, we'll
organise translators, English-speaking staff ... any kind of
documentation that you need while you're there, um ...
I: Why have they chosen Shanghai?
C: Um, they were looking at Shanghai and Europe. Shanghai
has got huge, um, facilities for large meetings because
it is booming, um, and the hotels go up so quickly;
everything is built so quickly that it can cater to that size.
Also, Shanghai is such a modem, up-and-coming city,
it is the place to go at the moment. It's expensive; the
rates are very high because they can do ... just like Hong
Kong was not so many years ago, that's what Shanghai
is now, um, so I think prestige, actually, more ... it's an
exciting, exotic place to go and it's a ... and it's also very
much .. . it's a huge financial centre that is booming and
so, in that sense, to a finance company, which this is, it's
incentivising to their staff in they see the sort of affluence
of a destination and that gives you a big ... buzz.
UNIT 15
©2s Listening, page 70
C = Consulant, M = Martyna, S = Sasha, ML = Mei Lin,
P=Paul
C: So, the purpose of this workshop today is to talk about
some of the problems you people have with meetings and
to see if we can find our way to solving some of them and
making your working life just a little happier and perhaps
a bit more productive. So let's just get a few ideas of the
sorts of problem you have with meetings. Let's start with
you. Your name is ...?
M: Martyna.
C: OK, Martyna, tell us a problem.
M: Well, this one's a fairly typical one in this company. I was
sent an agenda for the meeting a week before, I spent a
lot of time preparing for it - you know, getting together a
presentation for my part, doing a bit of research, finding
statistics and so on. Then I got a phone call saying my
boss had suddenly had to go off on an urgent business
trip to Paris and could I ring everyone to say it wasn't
happening. The meeting still hasn't happened, and that
particular boss has left the company.
C: How frustrating!
M: Totally!
C: Andyou ...?
S: Sasha. Well, to tell you the truth, I find some meetings
so stressful that about two months ago, there was this
meeting, and I decided I just couldn't take it and I didn't
go. When they asked me afterwards why I wasn't there,
the only thing that occurred to me to say was that I was
terribly sorry, but I'd just forgotten.
C: What is it that makes meetings so stressful in this
company?
ML: Oh, I can tell you that. My name's Mei Lin, by the way.
What makes meetings so stressful is that we never seem

to reach any decisions. I'm probably especially to blame
for this b�cause I run a lot of meetings myself, and it's
really my job to get the participants to reach a conclusion.
But, for example, the one I held yesterday ended in chaos
with everyone talking at once.
C: Well, that's a problem we can certainly work on. Now,
finally you?
P: Paul.
C: OK, Paul, what problem would you like to mention?
P: Well, I'm the assistant office manager, and one of my jobs
is to get people to go to meetings, and find a time when
everyone can make it. The trouble is, everyone's so busy
that it's sometimes nearly impossible. Take a meeting
I was arranging last week for senior managers: I spent
nearly an entire morning calling them and emailing them
until I finally found a time they could all meet.
C: Um, well, we've certainly got a good range of problems
here. So let's continue by looking at some potential
solutions.
030 Listening, page 73
B=Bany,S =Sandra,P =Patrick,M =Mark
B: Well, hello everyone. Let's start, shall we? Now, you've
all seen the agenda which I circulated to you last week,
so you've had time to think about this. Just the one
question: we want to be in the Chinese market: how do
we get there? Sandra, what do you think?
S: Well, Barry, I think we should start by finding a
distributor. Perhaps we should visit the country and meet
a few possible distributors first. Get the feel of the place.
P: Yes, and do some market research while we're about it.
M: I'm not sure.
B: Mark?
M: Um, personally, I feel that market research is something
best left to market researchers, not to export department
managers like ourselves who don't even speak the
language.
S: Yes, but the distributors will have a pretty good idea of
the market, don't you think?
M: If you know them, and if you know that they aren't
exaggerating things. Frankly, I think that first we need an
independent market-research firm to tell us what we can
sell, how much we can sell and how to sell it.
B: That's right. We've got the money for it, and it's what
we'd do if we were going to develop and market a new
product in this country.
P: That's true. So let's begin with market research.
M: Still, I think your idea, Sandra, of visiting the country
and getting a feel for it is a good one. Would you like to
volunteer for that?
S: Sure, and perhaps you'd like to come with me, so we can
get a different point of view ...
UNIT16
®01 Listening, page 74
I = Interviewer, AE = Adam Evans
I: What's important when meeting customers?
AE: Planning is most important. Planning the time and the
way that you're going to deal and which centres are you
going to visit. If, for example, I'm a sales rep in an area
and I've got 20 competing sales reps - in fact, there are
probably about more, 80 - um, they will visit far more
centres than I'll be able to. I can't even attempt to visit the
same amount, it's impossible, and also, er, well, I'll tell
you how we organise it. In December, what we'll do is
we'll say: 'OK, where do we want to go next year? What
products have we got corning out? What sales do I have to
achieve?' And then we'll make a list of the different areas
.. . different centres where we think we can get those
sales - and that includes the customers we have already,
we have to look after those. And then when a sale
came, our competitors, um, are also gonna go for these
customers, but, um, I know my products far better than
competitors do, so my, the potential for a much stronger
relationship .. . for them to trust me, is higher than our
competitors. I would visit these clients and potential
clients with the same rhythm that the competitors will.
I won't visit as many, but ... um, you need to have visited
clients throughout the year between five and six times
.. . on a v er age. If you visit them once, it doesn't serve
any purpose whatsoever, and neither does ilt"wice, but
if you can visit them five or six times, your competitors
can't develop that relationship. And it's funny, the other
day I was in an interview, and the director of the whole
project said to me: 'Adam, what I don't want is a sales
rep to come in and visit me in the month of May, and he
doesn't appear again till the following month of May.'
And I said: 'Well, neither do we, OK? We want to look
after you.' We've got a whole plan to involve our clients
and potential clients that's very attractive. So, we can't
compete on numbers - we're a much smaller team - but
we can compete on, let's say, the quality of the visits that
we do, and the number of visits that we do.
®02 Listening, page 77
Speaker 1
GB: My name's Gustav Brernitz, and I'm Senior Production
Engineer with Florentino International. The reason I
favour the company jet is simply convenience. Normally,
when I fly, I'm on my way to solve some production
problem, and I never know before I arrive how long it's
going to take, so by having the aircraft waiting, I don't
have to depend on the departure times of commercial
flights.
Transcripts 197

Speaker 2
PF: I'm Pascuala Fernandez, Senior Account Manager.
I should say that about 75 % of the time I'm in the office
is spent in meetings. If I can get some of those done while
I'm flying, it leaves time for other work when I arrive. On
commercial flights, they're just impossible.
Speaker 3
NL: My name's Patrykcja Krawiec and I'm Chief Sales
Director for Florentino International. I take the private
jet simply because it's quicker, and since in our business
time is very definitely money, it probably saves money as
well.
UNIT17
003 Listening, page 80
I = Interviewer, FB = Felicity Bannerman
J: So, Felicity Bannerman, can you explain for us, please,
how the social media are an opportunity for companies?
FB: Yes. Many companies are realising this is an opportunity
which is too good to miss, especially because using social
media is a change they can make which won't hurt their
budgets - it's cheap in comparison with other types of
public relations. Really, the only cost you have are the
people you employ to run or monitor the media, and there
are lots of people around with the right technical skills.
Lots of people have social media accounts and know how
to handle them, and so it's a really good way of getting in
contact with younger consumers especially.
J: Hm. Interesting. But there must be some pitfalls for
companies trying to use these media, aren't there?
FB: Yes, I'd say the most common mistake that companies
make is to treat the social media as if it was somewhere
to advertise. You know, they just put up their brand
message and expect the public to accept it. This is wrong
and provokes a very negative reaction. People who use
them expect to be communicating with each other. When
I'm consulted, one of the recommendations I make to
companies is that they need to train their staff to listen
to customers and potential customers. The process must
become a conversation, otherwise the exercise becomes
counter-productive.
J: Do you have any good stories of successful use of these
media?
FB: Mm-hm. Several. For example, a few years ago, Coca­
Cola discovered two unemployed actors who were
running an unofficial page devoted to their company.
They gave them a job and asked them to continue
running the page in an official capacity. It's been hugely
successful, and according to research which the company
conducted, the page itself has a phenomenal number of
followers - about 25 million at the last count.
J: Amazing. But what about small businesses?
FB: Well, I know of quite a few small businesses who use
Twitter to talk to their customers. They've got some new
product or something or they've decided to promote
198 Transcripts
it with a special offer, so they send out a tweet, which
people pick up on their phones or iPads, and 20 minutes
later, they're popping into the shop. It's very effective and
costs next to nothing.
J: Felicity Bannerman, thank you.
FB: Thank you.
UNIT18
004 Listening, page 87
I = Interviewer, HB = Harriet Barber
J: Can you tell me about your job, and what do you do, and
what it involves?
HB: I'm an environmental consultant, but more specifically
environmental impact assessment. It's to do mostly
with planning for construction of new buildings, that's
where the majority of our work is, and it's if you build
something, you can't just build whatever you like, in
the way that you seek planning permission, part of it is
environmental permission. And so we do the evaluation
of the impact the development would have if it were built
on the environment as it stands now, and we do it from
ecological point of view, air quality .. .
I: So, when a new client comes to you, er, what, what is
their objective?
HB: It depends. Um, some businesses are obliged to report
their emissions and waste and all of that sort of thing;
so they may ask for help with how they should do their
report. And some people just want to for the sake of their
reputation, and energy saving, money saving, all sorts of
different reasons. Um, but generally it works well if it's
not just that they're reporting it - if they're monitoring it,
then once they have the data and the figures, it's, like, the
best time for them to then start managing what they're
doing. And so, if it's a combined system of reporting,
monitoring and managing all together, they can, they
have the most sort of efficient impact, and that's what we
would usually try and encourage people to do.
J: And in general, what can any company do to become
greener?
HB: Um, I think thinking about it is the first step, and identifying
your, your main areas of environmental impact. So even
if you're just a one-person office, it's probably going to
be waste, because you're throwing out paper and that
sort of thing. So if you, if you just as one person thought
about that, you could probably halve it by just not printing
everything, or reusing paper, that sort of thing. And so
then it's just on a larger scale, with a larger company. So
it's also telling your staff that you want to reduce your
environmental impact so that you can get everyone
involved with it, but if you're, if you have a policy and no
one knows about it, then it's completely pointless.
I: And what attracted you to this career?
HB: Well, I did a science degree for my first degree, and
then I didn't really want to work just in a research lab;
although I enjoyed it, I didn't find, like, the diversity that

interesting, and it was very focused on one project in one
lab. And t4en I wanted to do something similar that used
science skills, but not solely science, so I decided to do a
Master's in environmental science.
I: What do you think about new technology? I mean, the
business world's gone through a huge process of change.
What changes do you see might, um, present, themselves
in the future?
HB: I think there's, um, quite a big move towards people
working remotely from home- or whatever location
they want - and having, not having so many fixed desks
in an office, because that's where they're paying their
overheads. And, the majority of people, if they're on the
Internet, and all of the files are accessible to everyone,
they don't need to be physically sitting in an office. And I
think that's where a lot of companies in London expend
a lot of money, because rents are so high, and service
charges, and everything like that. If they can reduce the
office space they need, and maybe focus on just meetings,
as and when, with their project teams, I think that's
probably what people would want to do.
I: And can you prepare yourself for that change?
HB: Ye ah, I mean, I, I think you do lose something in not
sitting next to the people you work with, and it also
means that you can't ask a quick question. So I think
when you're new, it's really valuable to have people
around you, and perhaps it will just be that more senior
people do that, or people who know that they've got
enough work to cover them for the next couple of weeks
will only come in when they need to see someone. But,
yeah, I do think it's a shame that you lose the social
element of the office, and that is something that's really
nice about working in big teams, and that sort of thing.
UNIT19
©os Listening, page 88
A = Assistant, L = Linda, K = Konstantin, 0 = Oliwia,
C = Chung, M = Martin
A: What do you think of these proposals, Linda?
L: What do I think? Well, I'm all in favour if I can tie it in to
my work. I mean, if I can get out to the customers with
their orders when they want them, you know, it'd be
great not to have to do any driving at peak times, and I'd
find the job a lot more relaxing - you know what I mean?
I get really uptight driving in rush hour.
A: Thanks, Linda. Now, Konstantin, your turn. What do you
think?
K: Well, it's going to take a bit of organising and getting used
to down on the shop floor- especially for me, as I have to
do all the organising and keep our output on schedule - but
it should make folks happier, and that'd be great, because
there are far too many people going off on sick leave just
now, so it's worth giving it a try, just to cut down on that.
A: So you're in favour, despite the possible extra workload
for you.
K: On balance, yes.
A: And what about you, Oliwia?
0: I think it'd be great because between my husband and
me, we'd have more time for being with the kids. In my
case, at the moment, I do nine to five every day, but my
boss works very flexible hours - sometimes he doesn't
come in till just before a board meeting, sometimes
he works till ten at night, especially if he's video­
conferencing with China or Brazil or somewhere, so I
don't see why my timetable shouldn't be just as flexible,
you know, as long as I get my work done.
A: OK, and what about you, Chung?
C: I have to be flexible anyway, so I don't reckon much to
the proposals, personally- I mean, I have to come in and
fix things when they break down, even if it's the middle
of the night. But I reckon that if flexibility keeps the staff
happy so they don't go off and find another job, that'd be
a good thing. Lots of the breakdowns are caused by new
staff handling the equipment without proper training.
A: That's a very good point, and, er, what do you think,
Martin?
M: I think they're a great idea. I 've got this idea that I'd like
to take some time out. I 've always wanted to travel and
see a bit of the world, and have a break from spending all
day with figures, balance sheets, profit and loss, cashflow
- just for a year or two while I'm still young enough.
These proposals might just give me that chance.
A: Thanks, Martin. Thanks for your input, everyone. I'll put
together a report ...
0os Listening, page 90
Conversation 1
K=Katrin,C =Chen
K: Katrin Reiner.
C: Oh, hello, Katrin, it's Lee Chen here, do you remember
me? I'm one of the senior managers from Logistics.
K: Oh, hi, Chen, how are you doing? Long time, no see.
C: That's right, we're very busy right now. Can hardly keep
up with the orders.
K: Well, that's good - better to have too much work than too
little.
C: You're right there. Anyway, that's really what I'm calling
about. Our problem is keeping up with orders, and part
of the reason for that is that our internet connection just
isn't fast enough. I mean, it's just not up to the load.
K: Well, that's not really my department. You need to-
e: I know, but I thought, since you're doing the staff survey
to improve working conditions, I'd mention it to you as
well.
K: OK, but I can only pass on your complaint, which you
could really make direct just as effectively.
C: Sure. You see, where we run into difficulties is when we
track orders in real time - it just doesn't work the way it
should and we really have to be able to do that.
K: So what do you want me to do about it?
C: Well, I think it would benefit you as well. It's not that we
need to get new equipment- that's fine - but we probably
Transcripts 199

need a new service provider, you know, someone who
can offer us better bandwidth.
K: Yes, I see what you mean. OK, I'll put in a request as well
with the powers that be.
C: Great, thanks.
©01 Conversation 2
S = Stepan, K = Katrin
K: Hello?
5: Hi, Katrin?
K: Speaking.
5: Stepan Vasiliev here.
K: Oh, hi, Stepan.
5: Yeah, just ringing to ask you to lunch with us one day.
K: Lunch? That would be nice. Where would you like to take
me? Somewhere fancy, I hope!
5: Well, not exactly. I'm afraid it's going to be in the staff
canteen - we don't really have time to go out in the
middle of the day, plus we're hoping to talk about our
working conditions.
K: Not to complain about the canteen food, then?
5: No - actually, I think it's pretty adequate myself, though
we could sometimes do with a bit more variety.
K: Mm. Yes, maybe ... so will it be just you and me?
5: No, I've invited along the assistant sales managers - not
the senior ones, because I think their situation's all right.
K: OK, and what's on the agenda?
S: Well, it's not an agenda exactly, but we have a few ideas
for making the way we work out our expenses better and
fairer. I don't know if that comes within your remit or not.
K: Not exactly, but if you explain what you mean, then I
could help you when you take your ideas along to the
accounts department - that's if I agree, of course.
5: OK, so how about tomorrow, then, at 12.30?
K: Mm, that sounds fine. See you then.
5: Bye.
K: Bye.
©os Conversation 3
K = Katrin, M = Manuela
K: I'm out of the office at the moment. If you want to leave
me a message, please speak after the beep.
M: Hello, Katrin, this is Manuela Ferrer here. I 'm calling
about the staff survey which you've been carrying
out. Just really to say that I'm fine about almost all the
proposals in it. I 'm really interested in the flexible working
suggestion - that's something I'd really like to take
advantage of - but I'd be interested in seeing how it's all
going to work in practice. So really I'm ringing to offer
to be a part of the working party that's going to look at
how to implement the changes. I've been thinking about
it quite a bit and have one or two suggestions. Basically,
I think every department in the company should send
one representative who can then sort of ... well, you
know, channel ideas from their colleagues. I also thought
it might be a good opportunity to get other suggestions
and recommendations from staff by making use of one
200 Transcripts
of those social media websites, you know, so the thing
becomes more of a dialogue. What do you think? Please
ring me back when you have a moment. Bye.
UNIT20
©os Listening, page 94
I = Interviewer, DM = Duncan Mackintosh
I: Is the IT industry changing a lot, or is it still basically the
same as it was 20 years ago?
DM: Um, Ithink it's changing massively, quickly. We need good
people more than ever needed good people before. That's
because the industry is becoming more complex, um,
so, my perception is that the way things have changed,
maybe in the last 20 years, is that we've gone from a lot
of development, coding of, of systems, and doing it as, as
the need comes along, um, and doing it in the country to
offshoring all of that more low-level work; so, the actual
technical work, the coding, and sending that all off to
India, or the Philippines, or, um, or where else they do it
now and, and generally sending it in that kind of direction,
and managing it from this country. And that's offshoring,
both in terms of a company who produces software, um,
will set up an office in India, in Mumbai, or something, and
employ people into that office .. .
I: But why would a company outsource its IT systems?
DM: A company which isn't a technology company has
systems, because they all do, but it's not, that's not where
its competitive advantage is, so it pays another company
to look after its systems, and that company might be an
Indian company, it might be a British company, um, we
see it a lot in the cloud-based approach that's happening
now, which is where companies just don't want to
have to worry about technology, so they pay, um, an
outsourcer, to just provide their whole infrastructure.
So, all they have to do is log on and it works: they've got
a network, and they've got a system, um, but they don't
need a data centre, they don't need servers, it's all, it's all
done for them.
I: What sort of people do you think are suited to work in IT?
DM: People that work in IT could be a very geeky individual
who doesn't see daylight very often, um, right through on
the scale to the really slick consultant salesman. Um, all
of those people could work in IT, actually, there's a place
for all of them.
I: So they wouldn't necessarily have to study it at
university?
DM: Um, no, they don't, although a good-quality kind of
computer-science degree or systems degree is useful, but
anyone can get into IT. But, if the question was 'who's
gonna be successful in IT', well, it's, I think it's about
marrying, because as I mentioned a lot of the technical
work's come about offshored - not all of it, but most of it
- and so the people that are successful are the people that
will marry understanding of technology, um, practical and
conceptual, I think, with a business understanding and

an ability to communicate with people, a people person
basically. .f,.nd if you've, if you've got both, um, and
you're ambitious, and driven, and want to move forward
in your career, then you'll, you'll be brilliant, you'll
have an excellent career in IT. There's some fantastic
opportunities, and you'll move for-, you'll fly, you'll fly
in your career.
I: What should someone planning a �areer in IT do at
university?
DM: If I was doing it, from what I know now, I would probably
go and get a computer-science degree. But if I made
the decision during university that I wanted a career, it
wouldn't matter; I would just, um, during university read
up on technology, or, or, I don't know, design a website,
or just do something so I had it in my CV. And then I
would go and join one of the consultancies. One of our
main clients is an organisation called Accenture, which
have a fantastic graduate, er, recruitment, um, scheme,
and career progression there - right from, right from
junior level, right the way to senior management level,
and it's very structured, and the, um, you know, your,
you won't have a boring day, you'll be really pushed and
really driven. But, if I was coming into the market now,
that's the company that I would join, probably, and that's
the kind of career progression I would look for.
UNIT21
010 Listening; page 101
CB = Christina Bunt
CB: We've got, well, we've got a huge customer-relations
department at Head Office, who deal with customers.
What we like to do is to try and ensure that our customer­
service desk staff will sort out your comment for you,
um, so if you've got, if you feel there's something wrong
with the service that you've had, we like to think that our
customer-service desk can ... staff can deal with that and
send you away happy. But sometimes it'll be something
that they can't sort out, so we have a system where, we
have a system of customer comment cards, so customers
are invited to fill out a customer comment card, they get
looked at first of all in store to see if it's something quite
simple we can sort out.
We're one of the first companies to bring in the loyalty
card, so the Tesco Clubcard points are quite well known,
and it .. . I mean it ... it works. People like getting their
Clubcard vouchers, um, but you've also, we .. . w e also
try to do quite a lot within the community wherever the
store is, so the personnel manager and customer service
manager will quite often have links with local schools,
um, different local groups that, um, we .. . w e go out and
talk to people, um ... We run community buses to get
people in from rural areas into the store. And of course
there's 'Computers for Schools', where, depending on
how much you spend, you get given a computer voucher,
and those computer vouchers, your children can take to
school with them, and the school collect them and then
trade them in for computer equipment.
We have, um, we do a number of things around the way
that the store is perceived. We have a mystery-shopper
system, where, um, we will get .. . somebody will come
into the store once every, er, four weeks and do a sample
shop, and we then get a report back from Head Office to
say what they've seen, so they will comment on anything
from the tidiness of the car park and being able to get a
trolley, through to the cashier who served them, smiling,
um, offering them help, saying hello and saying goodbye.
And they mark us on every single area of the store.
And then we do, um, accompanied shops, so on a quite
regular basis one of the managers in the store will simply
ask a customer if they mind if we walk around with
them while they do their shopping and then we make a
note of the comments they make about their shopping
experience.
UNIT22
011 Listening, page 104
I = Interviewer, JM = Jane Milton
I: How do you go about finding new customers?
JM: We cold-call, we send a brochure normally and then
phone afterwards. But probably at the moment, about
40% of our new work enquiries, people approaching us,
come from our website, which was not really why I set
the website 1,1p. I set the website up so that when people
wanted to see examples of our work, I could refer them
to it. But I imagined that I'd have already established a
relationship with them, but actually some of my biggest
jobs have come from people finding us on the Web.
I: What for you is the key to good customer relations?
JM: I think we're always honest and up-front. We quote
people for work, and if it takes much longer than we
expected it to take, then we stand by that quote and we
just have to swallow that cost and be better at estimating
another time, but if it takes much less time, we would
· go back to them and tell them and discount the job, so I
think we're very fair with people and we build long-term
relationships with them. We've a lot of small clients who
initially made very little money for us 'cause they had
very li... they only needed help with tiny bits of things,
but then they re
.
spected that we gave them that help, and
as they've got bigger, they've given us more and more
work.
I: And how would you deal with a dissatisfied customer?
JM: We're very lucky because I've never had one, and I think a
lot of that is initial communication being good and setting
up that initial communication, and when we are given a
job, either we ask clients to give us a brief, a written brief,
and if they can't do that, then I would give them one and
get them to confirm it and so we're absolutely clear before
we start on anything exactly what's expected of us. I think
because of that, we rarely have ... have any problems, and
Transcripts 201

if we do, they're small, we know about them because of
the relationship we've got with the person and we would
clear them up there and then.
UNIT23
012 Listening, page 109
KM = Karl Muller, J = Jolanta
KM: By the way, Jolanta, we really must write to BDD about
their late delivery. It caused us a lot of problems.
J: Would you like me to write to them, Karl?
KM: If you could. I've got quite a lot on my plate for the next
few days.
J: OK. What would you like me to say?
KM: Well, they sent me a letter the other day saying that we're
a valued, long-standing client. Look, here it is. I think we
should remind them that that's what they said. See if it's
true.
J: OK. But what exactly are we complaining about? The
documents arrived late, didn't they?
KM: Mm, five days late, and we specifically asked them to
deliver them because in the letter it said that they'd be
delivered in 12 hours. I could've done it quicker myself.
J: Of course!
KM: And then you should point out what the results of this late
delivery were.
J: Very embarrassing - at least for me.
KM: Sure, since we had the meeting set up to sign the contract,
and you had to phone them to postpone it.
J: That's right. Do you think they'll take any notice of our
complaint?
KM: They'll have to, otherwise we'll stop doing business with
them. You can tell them that, too. I mean, their deliveries
must be problem-free from now on.
J: OK, Karl. I 'll put all that in a letter. At least that'll make
me feel better about what's happened!
KM: Thanks, Jolanta.
UNIT24
013 Speaking, page 112
G = Grazyna
G: I think there are three things which are essential when
taking up employment abroad. Firstly, you have to be
culturally sensitive. It's no good thinking that you're
going to behave in exactly the same way at work as you
did in your home country because that way you'll just
irritate people and you won't work so effectively. To take
a personal example, I come from Poland, where bosses
and managers tend to make decisions and staff have
to accept them. However, if you're a manager, it's no
use being autocratic in the United States, where there's
a culture of discussing and consulting before making
decisions. Secondly, it's worth learning the language
well, both written and spoken. If you don't, you'll have
problems doing your job, however skilled you are.
202 Transcripts
You see, people will misunderstand you and they'll get
impatient with you. Finally, there's no point in telling
people how you do things in your country all the time.
You have to fit into their context and understand things
from their point of view. If you bear those things in mind,
you'll have much less difficulty in achieving success.
014 Listening, page 113
I = Interviewer, RL = Rob Liu
I: Can you tell me a bit about your job, what you do and
what it involves?
RL: So my job is, um, to market three major service lines we
have as a company. We do, um, recruitment, which is
targeting Western and Chinese companies based in the
UK and, um, in China; and we also do career coaching,
that's targeting the Chinese-speaking jobseekers in the
UK. Um, so basically, we've got people on a sort of entry
level, fresh graduate. We also have people, er, who have
worked for, um, quite a while, but who somehow are
not happy with their current jobs and would like to make
their next move; er, most of the cases they do change
their, um, the sectors they work in, in this case, so it's
not really headhunting. Um, and also the third, um,
major service line is business consulting, and that's again
targeting corporate clients, um, in the UK, both Chinese
and UK companies. So, my job is to plan and implement
an integrated marketing plan, um, to promote these three
major services.
I: And what attracted you to this career?
RL: Um, well, it's a, I, my career progression, if you like, um,
has been quite interesting. My first degree was in law,
and then, um, I did my Master's in journalism, and I did a
bit of, er, media production straight after that, and I then
moved on to, um, PR - and that was in Beijing. And from
there I worked for a media company in Shanghai. So,
when this opportunity came up, I very much was looking
forward to relocate back to London from Shanghai, as
well. So, obviously, the location was something quite
appealing to me at that point, and, um, and I do believe
that I'm a quite people person, and I do enjoy speaking to
people, communicating with people, so marketing would
be, um, something, er, perfect for me to utilise those skills
and attributes.
I: I'm interested - you coach and recruit Chinese job seekers
looking for work in the UK. What do you find are the
main differences in working culture between the two
countries?
RL: In the West, er, people tend to be very straightforward
and direct, and so when it comes to, for example,
looking for a job in the job market, they actually see this
as a process of rediscovering themselves and also sell
themselves in the job market as well. If you go for a job
interview in China these days, um, even with a state­
owned, big company, they will still ask you things like,
um, you know: 'Are you loyal? Are you hard-working?
Do you like this company?' Of course, you know, all your
questions will be, er, straightforward, 'yes',
�nd that's

what they would like to hear from you. But as a jobseeker
in the West, you need to show to them that you have the
whole set of competencies, for example, and skills, um,
that, or transferable skills, if you haven't got any sort of
relevant, um, direct experience. And also you have to
try to look at your life and your studies to try to find the
perfect examples to show to the potential employer that
you have all these sets of skills.
I: So, um, alternatively, if you're a European or Westerner
going to work in China, what advice would you give?
RL: If you go to big cities like Shanghai, you don't need to
actually know anything about China to be able to live there
in a very convenient way, er, because of the quite strong
sort of foreign expat community. But I would say to be able
to work there in the most efficient way, um, you know, to
be able to achieve results with Chinese business people, I
think one of the most important, um, tactics, if you like, is,
um, to try to integrate with the local business culture and
mentality.
I: And would that be the same, what about European
companies doing business in China - would you suggest
the same?
RL: Yeah, I think, I think, yeah, the same would really apply
to them. Um, but I think, um, one thing that, um ... I
would advise them to, to do is to really find someone who
really understand the, um, the, the Asian, the Chinese
market as a sort of middleman, if you like, to help them.
Um, we always say that it is absolutely crucial to have
proper Chinese staff, um, even in the core business
development team, um, once it comes to cases like
that, um, and, um, experience, um, has actually told us
that's true. So, to use the core, you know, the core staff,
Chinese-speaking staff, as a core team that's, um, very
important and, um .. .
I: And what about when they're actually in the job
interviews? I mean, how do you go about coaching, um,
some of the applicants that come to you?
R: It's very important to have those sort of soft skills, if you
like, um, how to show to them that you're not only one
piece of paper, er, with all these academic, you know,
qualifications and work experience, but inside you're
a real human being, um, and, you know, you have
habits and, and you share a sort of, a value and, um, er,
emotions, as well. But lots of the candidates we work
with are not able to, um, get that message across, um, so
they could be brilliant academically, and they could be
very hard-working, but that's not enough once it comes
to the employer looking at whether this person would
be able to work as a team, er, in that company, um, with
other people.
EXAM SKILLS AND EXAM PRACTICE
0 1 s Listening Paper Part 1, Exam skills,
Exercises 1c and d, page 153
R = Receptionist, HS = Henry Schuster
R: Mitfords Varieties. How can I help you?
HS: Hello. Can I speak to Fred Pearson, please?
R: Certainly. Who's calling, please?
HS: This is Henry Schuster. I work in the accounts department
at Fareham International.
R: I'll put you through ... I 'm sorry, Mr Schuster, he's in a
meeting at the moment. Can I take a message?
HS: OK.
R: So, it's Mr Schuster from Fareham International.
HS: Yes, Henry Schuster.
R: How do you spell Fareham, please?
HS: F-A-R-E-H-A-M.
R: OK, thanks, and now you can fire away with the message.
HS: Yes, well, I wanted to check with him because I've just
received an invoice which was sent about a week ago,
and it's a bit strange because it's got all sorts of things
which we never ordered. I wonder if he's got the wrong
address and sent me an invoice which he should have
sent to someone else.
R: I'll pass on the message. Would you like him to phone
you when he comes out of the meeting?
HS: Please - but he'll have to get me on my mobile, as I'll be
out of the office in five minutes.
R: OK. Has he got the number?
HS: I think so.
R: OK. Thanks, Mr Schuster.
HS: Thanks. Bye.
R: Bye.
016 Listen
.
ing Paper Part 1, Exam skills,
Exercise 2b, page 153
M=Man,W =Woman
M: Workfinders. How can I help you?
W: Hello. I'm calling about a job I've seen advertised on one
of your leaflets. I was wondering if you could tell me a bit
more about it.
M: Sure. Which job is it you're interested in?
W: It's the one for a sales executive, reference number JL109.
M: Yes, I've got that one in front of me. I've had several calls
over the last few days. Er, quite a lot of people interested
in it.
W: Can you tell me how much it pays?
M: Yes, it's like all sales jobs - there's a basic salary and then
a percentage on what you sell, and this one is 27 ,OOO plus
commission.
W: OK, and what would I be selling?
M: Basically, exhibition space - you know, for stands and
things at conferences and the like. Also at other business
events, such as dinners or trade fairs.
W: Would I be part of a team?
Transcripts 203

M: No, you'd be on your own - a one-person department
- and you'd be expected to sell to clients the company
already has and to new clients.
W: And what about a benefits package? Anything like that?
0 11 Listening Paper Part 1, Exam practice,
page 154
Conversation 1: Questions 1-4
W = Woman, MF= Mark Fletch
W: Mail Express. How can I help you?
MF: It's Mark Fletch here from Kingstone Inc. I 'm phoning
with some information about payment for a delivery
you're doing for us today.
W: OK.
MF: You collected 100 boxes from our warehouse in
Northfield this morning.
W: One moment, let me check. Was that the load going to
your retail outlet in Seaport?
MF: No, that's not the one. The order is going to Seaport, but
to our factory in the business park there.
W: OK. So what exactly's the problem?
MF: It's just that we promised to confirm where the invoice
should be sent. Anyway, I can now let you know that
it should be sent to our Research Department here at
Kingstone, not the Finance Department, which is where
most of the invoices go.
W: That's fine. We have that address.
MF: Good. And could I just remind you about our discount?
We were promised this at the end of last year because our
deliveries were getting larger.
W: OK, I'll make sure that's not forgotten.
0 18 Conversation 2: Questions 6=8
Hello, it's Ron Markham here for Joanna Brown in HR. I'm
the new 'Training Manager at Ace Consultants. According
to our records, half a dozen of your sales staff took part
in the two training weekends we ran a month ago - if you
remember, there was one on personal development and one
on team-building. I'm interested in the second one, as we
don't seem to have any information here about how staff
felt about this course. Please could you get the people who
attended that course to send us their feedback forms? We need
them because, to be frank, we're not sure whether to employ
one of the trainers again - the one who did the workshop
on motivation. The one who did the sessions on managing
change is already well known to our staff and we're happy
to use him again. In fact, he's going to be leading our next
training weekend. Could you let staff know about this? The
topic is presentation skills. The planned weekend on customer
relations will still take place, but not until later in the year.
019 Conversation 3: Questions 9-12
Hello Lars, Katrina here. I 'm calling to let you know what was
decided at today's planning meeting.
First of all, about the K26 - you know, the new machine tool
components - some sort of problem's emerged at testing,
204 Transcripts
something that wasn't anticipated at the design stage . . .
quite serious, I gather. The MD stepped in with a decision to
delay production until we have more information in a few
weeks' time. He thinks that'll be less damaging than having
to withdraw it once it's already on the market. I imagine it'll
have to go back to the drawing board. Secondly, he wants to
use the assembly line to increase output on one of our existing
products, instead of shutting it down. He's keen that we
should work at full capacity. Before he makes a final decision,
he wants to see summaries of stock levels across the whole
country, so can you bring one with you to next week's meeting?
Thanks. Bye.
020 Listening Paper Part 2, Exam skills,
Exercise 2, page 155
Speaker 1
I must go now. I've got to sort out something I think is wrong
on my payslip. I think they've just made too many deductions
for tax and insurance. At least, they've made more than
they usually make, and there's no Christmas bonus, which I
usually get.
Speaker 2
I've got to see Bob about that container. Apparently it's still
sitting in the warehouse and it should have got to the factory
this morning. I know that several of the delivery drivers are off
sick, but we can't let the production programme fall behind
schedule.
Speaker3
I really liked the copy you sent me through the post yesterday,
but we must meet and look at the photos to go with it. I mean,
it looks like it's going to be a campaign which will make a
lot of impact, but frankly some of these pictures may be too
shocking for our audience. You know what I mean?
0 21 Listening Paper Part 2, Exam skills,
Exercise 4b, page 155
Speaker 1
Well, it's our new temporary assistant, you see. He hasn't
really got the hang of the system, and a few things have gone
to the wrong customer - it's not really his fault, because they
didn't give him any training. I hope it hasn't caused you too
much inconvenience, and we'll try to make sure it doesn't
happen again.
Speaker2
Well, if you don't want to spend all that money on television
advertising, why not put an ad in the national press? It's
cheaper and more focused, so you'll probably get better
results for less money. I-can recommend just the agency to
help you. My brother-in-law's, in fact.
Speaker3
Well, the course in itself was all right - I mean, the training
instructor knew what he was talking about. The trouble was,

our people knew what he was talking about, too, because
they'd done a s4ni1ar course just six months ago. I mean, you
should have known, and frankly you've wasted a lot of our
time, so I think we should have our money back, or at least
some of it.
®22 Listening Paper Part 2, Exam practice,
page 156
Section 1: Questions 13-17
13 Well, I always say you get what you pay for, and so even
though my boss went mad when he first saw the price,
I insisted. I told him that if he wanted us to be able to use
state-of-the-art hardware, then it was a good investment.
Anyway, the course was in a great location, with some
superb lecturers, and I'd recommend it very highly. But
it's definitely not for someone who is just starting out in
business.
14 I felt I needed some new ideas, so when my line
manager said she would pay for me to attend a course
of my choice, I jumped at the chance. I looked at lots of
programmes in the local area, but they all looked more
suitable for people just starting their careers. In the end,
I went for a one-week course in London because they
could arrange it to suit the particular needs of each
participant. I 'm pleased to say I found it very useful.
15 The course turned out to be very suitable for my needs.
I chose it because it was advertised as being suitable for
anyone starting out in business, and I felt I wanted to
cover the basics. My boss was supportive of my choice
and even paid for my accommodation and travel. I had
to pay the fees myself, but I have to say I think that was
perfectly fair.
16 I enjoyed the course a great deal and got a lot out of
it. The cost was pretty steep and almost put me off
originally. But when I realised it was going to be run by
Simone Beaumont, I was desperate to attend, because
she has such a great reputation. My boss took a lot of
persuading, but eventually I won him round. After I'd
done the course, I found someone in another department
had done it last year, and he also thought it was good.
17 I've just come back from that course I mentioned. It
was called Maximising the Benefit of Technology. I was
actually a bit annoyed when my immediate boss put my
name down for it, because I felt I was well up on those
issues, but the course turned out to be less about the
latest hardware and more about organisational systems in
general. I have to say, it was very useful. I'd recommend
it to other people.
®23 Section 2: Questions 18-22
18 Soaps and sports, especially football and snooker. We
could back a championship. I know they don't last all
year, but when they're on, the backer's name keeps
flashing up on the screen. It's good advertising and it
shows we care about the community.
19 Our range of Colorwave cosmetics is aimed at teenagers,
as you know. That's a very changeable customer base,
and we're losing market share, so we need to come
up with a new strategy. Market research shows that
teenagers are big consumers of style magazines. We
could produce a small lipstick and get that attached to
the cover of a popular teen publication. It's clear the
Web's increasingly used by our market, too, but that's
something for the future.
20 Some of our competitors are saying the market's rather
static, but I think things are about to move. People are
thinking about the cold winter ahead. This is the moment
to get them interested in new central heating. But how
can we target the local area cheaply and effectively?
I don't think you can beat a well-designed leaflet sent to
residents in key districts. Of course, it would be nice to
advertise on local TV, but the cost rules it out.
21 The sales figures weren't brilliant last month. We need to
attract more customers. We've tried special adverts in the
local papers and on radio, but by the time you subtract
the costs, there's not much left. We could introduce a sort
of happy hour - special discounts on a Monday morning
- though I'm not convinced that would work in our area.
How about introducing a new range of basic items like
bread at prices that are guaranteed to bring people in?
That's more like it.
22 Let's face it, orders are way down, but what can we do?
Prices are as low as they can go. I agree that advertising,
particularly on TV, can attract business, though that's
beyond our budget at present. Now, we've looked at our
assets, the plant, the customer base and above all the
workforce. We've got a lot of skill there. My feeling is we
could build on that craftsmanship. But first we'd have to
investigate what new lines would interest the people.
®24 Listening Paper Part 3, Exam skills,
Exercise 1 b, page 157
I = Interviewer; F = Frances
I: Frances, I'm interested in how you know whether your
customers are happy or not.
F: Well, I suppose I've got two types of customer really: the
outlets - the hairdressers and beauty salons who buy my
products - and the end users -you know, the people who
actually buy the products from the outlets. These people
tend to tell their hairdresser or beauty therapist more or
less how they feel. I mean, I don't get a market researcher
going round or anything like that, but at least I do send out
a questionnaire twice a year to the outlets for them to fill in,
so I do have a sort of semi-formal system. And it works quite
well. I mean, people tell me what they think, you know.
I: Do you have any typical difficulties with your customers?
F: Um, well, I suppose there are a few who take their time
paying, but they're the minority, really. And I'm pretty
understanding. I mean we've all had cashflow problems
from time to time, and if you're understanding, you
know, people get over them. Most people, though, are
Transcripts 205

pretty decent and pay straight out, cash on the nail. Then
there are the types - especially older men - who expect
my products to make them look 30 years younger than
they are, which is a bit unrealistic. Actually, though,
the main problem is that the market is highly seasonal.
Something you wouldn't expect, but people only seem
to worry about their appearance at the beginning of the
summer when they are thinking of going to the beach.
I: And how do you go about winning new customers?
F: People tell each other, basically. I have a website, of
course. Everyone has to have one of those nowadays. I've
never used things like junk mail or advertising because
really they're not cost-effective in my line of work, so
basically I rely on selling a good product and letting the
news get round on the grapevine.
I: But do you get any customers at all from your website?
®2s Listening Paper Part 3, Exam practice,
page 158
Questions 23-30
I = Interviewer, ES = Elaine Sinclair
I: Elaine, many thanks for agreeing to talk to me.
ES: My pleasure.
I: You currently head the GoTech Group, but could I start
earlier ... what was your best moment in all your career?
ES: I suppose some ten years ago, when I came in to take the
IWG organisation into its flotation, and made a success of
that.
I: And I suppose that was after its privatisation?
ES: Yes, there'd been a lot of controversy about it. The
restructuring carried out before I arrived had been
mishandled, so my role wasn't simple!
I: I see .. . a nd may I ask if there's anything you've been less
successful at?
ES: Oh, yes! Predicting trends is an important part of my job,
and over the years, I have made a few mistakes. I was
right when I urged people to take account of trends in
marketing, and see that micro-marketing was going to
increase. But I underestimated the huge effect personal
computers would have on the IT sector and the world
at large. I guess at that time I was too busy stressing
the importance of rebranding in preparation for further
expansion worldwide.
I: And have you met obstacles you weren't able to overcome?
ES: Well, there was a joint venture I tried to set up between
GoTech and Teleworld. While we were negotiating
terms, the government stepped in and stopped it, on
the grounds of unfair competition, which I felt was
unjustified, particularly when you look at what happened
to Teleworld subsequently when the economy weakened.
I: Do you often find yourself in opposition to the established
view of things?
ES: Mm, some attitudes do annoy me. There's a widespread
assumption that new techniques and technologies will
always bring companies success, and too much time
is wasted trying to force an endless stream of basically
206 Transcripts
unwanted products onto customers ... what they want is
high quality, after all.
I: Right. Could we turn to the future - what trends do you
predict for the future?
ES: Well, I think companies will have to continually rebrand
themselves as consumers get ever more selective, now
that they can choose between internet and high-street
purchases. And the same consumers are also making their
demands heard about protecting the environment. But in
my opinion, the main point is that all companies will have
to make green issues the priority and adapt to them at a
strategic level.
I: How does that affect new managers coming into business
now?
ES: Hm, interesting that ... I think they're going to have to
be very flexible. Anyone coming into management now
should expect to switch between different industries
during his or her career, which can sometimes mean
adapting technical knowledge ... but they need to make
sure they maintain their people skills and qualifications at
a high level. But the essential thing is that they organise
their own programmes so they keep up to date.
I: Looking back, who would you say influenced you most
when you were starting out?
ES: Peter Drucker, without doubt. He wrote a book on a
new approach to the practical aspects of management. It
was a well-timed new approach, with the management
boom of the eighties about to start, and he spelt out in
detail exactly how to manage business. And that's more
powerful than any amount of theorising.
I: OK. And finally, what is your guiding principle in heading
GoTech?
ES: Well, I don't know if you'd call it a principle really, but
certainly what I'm always asking is, 'How can we assess
results and implications?' I know it drives people mad,
but I think too much emphasis on teams and sharing
ideas means you can lose direction, and what you must
know all the time is how much, how often, how long,
whether it's costs or training or systems applications ...
the big picture is a collection of little pictures.
I: Elaine, thank you.
®2a Speaking Paper Part 2, Exam skills,
Exercise 2b, page 162
M=Martin
M: Well, I'm going to talk about what is important when
setting up a new business. Firstly, it depends on the type
of business you are starting, but if it has just one or two
employees, management experience is not essential.
What is more important is knowledge of the product.
For example, if you'
.
re going to open a clothes shop, you
should know a lot about clothes. Another important thing
is a knowledge of the market. You have to find out who
your competitors are, and your target customers. So you
must be sure that people are going to buy your product.
I mean, you don't want to invest your life savings in a

business which doesn't interest anyone! A further point
is that y
_
ou must have a reasonable working knowledge of
finance; so that you can produce a sales forecast, estimate
your costs and make a cashflow prediction. This way,
you'll be able to persuade a bank to give you a loan or
overdraft. But, to conclude, the most important thing is
interest in the product and your customers.
®21 Speaking Paper Part 3, Exam skills,
Exercise 3b, page 164
S=Sepp,C =Carla
S: So, what information would it be useful for the company
to put in the newsletter, Carla?
C: Let's see. I think perhaps information about new products
and services would be the most important thing. What do
you think, Sepp?
S: I think that's a good idea because it's a way of promoting
new products and letting existing customers know about
them.
C: Yes, and I think it's also useful to have articles about
people who work in the company, so that customers can
get to know us as individuals. Do you agree?
S: You mean articles about the members of staff?
C: Yes.
S: Well, I'm not sure. I think the members of staff would
have to agree. I mean, not everyone feels comfortable
about being featured in a newspaper.
C: But these are articles about what they do at work, and
what they do in the company.
S: Well, maybe. Another type of article could be about social
work that the company does.
C: Social work?
S: Yes! I mean, how the company protects the environment,
and the money it gives for community projects and so on.
C: Mmm, I like that idea. It would help the image of the
company a lot.
S: And what sort of things do you think the customers
would be interested in?
C: Hm, I'm not sure. Maybe the same things?
S: Maybe. I think customers are always interested in
improvements in services, or things which make the
product cheaper. What do you think?
C: Yes, but that's really the job of the sales team to
communicate with the customer. I think it's difficult to
produce a newsletter that customers will read.
S: What do you mean?
C: I mean, customers have lots to read and maybe just put
the newsletter in the bin. I think we have to include
competitions and things which are entertaining - you
know, like the games some companies include in their
website.
S: Yes, I think that's a great suggestion.
C: And what advantages does a newsletter have over a
company website, Sepp?
S: Well, perhaps you are making sure that the customer gets
it in his office. I mean, you don't know if the customer
will look at your website.
Transcripts 207

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